Quality Assurance Assessor (Contact Centre)

At this insurance contact centre in Stellenbosch, you'll turn call data into better service. It's a practical job: you'll see what you got done before you go home.

You'll be based at an insurance contact centre in Stellenbosch. Living nearby, or on a taxi route to it, really helps.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.
• Report weekly on service level, AHT, CSAT and attrition.
• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.

• You can give tough feedback kindly and follow through
• Know your way around contact centre metrics
• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week
• Written English good enough for client reports

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

• Team performance bonus paid quarterly
• Laptop and data for remote reporting days
• 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.