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 Stellenbosch. Bring a calm head on busy days and you'll be fine.

You'll be based at an e-commerce support hub in Stellenbosch. Living nearby, or on a taxi route to it, really helps.

• Resolve formal complaints and draft replies for the ombud when needed.
• Watch real-time queues and move agents between skills when volumes spike.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Take escalated calls that agents cannot resolve.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Build rosters and forecast call volumes in the workforce tool.

• Know your way around contact centre metrics
• Written English good enough for client reports
• You can give tough feedback kindly and follow through
• Matric, with a relevant diploma an advantage

• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

• Team performance bonus paid quarterly
• Management development programme
• Medical aid and retirement fund contributions

• 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.