Quality Assurance Assessor (Contact Centre) – Fixed-Term

At this medical scheme call centre in Somerset West, you'll turn call data into better service. If you turn up on time and finish what you start, you'll fit in quickly.

You'll be based at a medical scheme call centre in Somerset West. Living nearby, or on a taxi route to it, really helps.

• Report weekly on service level, AHT, CSAT and attrition.
• Take escalated calls that agents cannot resolve.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Give one-on-one feedback with a clear action and a follow-up date.
• Watch real-time queues and move agents between skills when volumes spike.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics

• Labour relations basics from a short course
• A coaching or facilitation certificate

• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions
• Management development programme
• Laptop and data for remote reporting days

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").