Quality Assurance Assessor (Contact Centre)

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Springs. Bring a calm head on busy days and you'll be fine.

This post is in Springs (Gauteng). Please only apply if you can travel there daily.

• Run morning huddles and share yesterday's stats with your team.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Watch real-time queues and move agents between skills when volumes spike.
• Listen to call recordings and score them on the quality form.
• Give one-on-one feedback with a clear action and a follow-up date.

• At least 2 years as an agent and 1 year coaching or supervising
• You can give tough feedback kindly and follow through
• Know your way around contact centre metrics
• Written English good enough for client reports
• Strong Excel: pivot tables, VLOOKUP and simple charts

• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys

• Management development programme
• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.