Quality Assurance Assessor (Contact Centre)

Great agents need great coaching, and this e-commerce support hub in Springs wants you to provide it. People who do well here are steady, honest and not scared to ask when something is unclear.

The work is in Springs, Gauteng, so you'll need a reliable way to get there every day. There's a probation period of three months before the contract is confirmed.

• Take escalated calls that agents cannot resolve.
• Watch real-time queues and move agents between skills when volumes spike.
• Give one-on-one feedback with a clear action and a follow-up date.
• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Listen to call recordings and score them on the quality form.

• Know your way around contact centre metrics
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts
• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week

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

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