Quality Assurance Assessor (Contact Centre)

You'll lead, coach and track a team of 12 to 18 agents at an offshore outsourcing centre in Tembisa. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

You'll be based at an offshore outsourcing centre in Tembisa. Living nearby, or on a taxi route to it, really helps.

• Listen to call recordings and score them on the quality form.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.
• Run morning huddles and share yesterday's stats with your team.
• Watch real-time queues and move agents between skills when volumes spike.
• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.

• Written English good enough for client reports
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts

• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate

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

• 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").