how2apply

Quality Assurance Assessor (Contact Centre)

How2Apply Talent Network

Umhlanga, KwaZulu-Natal

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

At this insurance contact centre in Umhlanga, you'll turn call data into better service. You don't need to be the loudest person in the room, just the one others can count on.

Home base is an insurance contact centre on the Umhlanga side of KwaZulu-Natal.

What your day looks like

Report weekly on service level, AHT, CSAT and attrition.
Listen to call recordings and score them on the quality form.
Run morning huddles and share yesterday's stats with your team.
Take escalated calls that agents cannot resolve.
Manage absenteeism and hold return-to-work chats.
Give one-on-one feedback with a clear action and a follow-up date.
Watch real-time queues and move agents between skills when volumes spike.

Must-haves

Flexible for shift cover across the week
Written English good enough for client reports
Know your way around contact centre metrics
Strong Excel: pivot tables, VLOOKUP and simple charts

Extra points for

Workforce tools such as NICE, Verint or Genesys
Labour relations basics from a short course

What you get

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

How to apply

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Keep copies of these ready to send: two references, including a former manager, certified copy of your smart ID card or green ID book plus a CV showing team size and results you managed.
Send your details with the form below. Add one or two lines about similar work you've done.
Watch for a call or WhatsApp from How2Apply over the next 5 working days.

How2Apply recruits for this position on behalf of hiring employers around Umhlanga; applications go into our talent pool and shortlisted candidates are introduced directly.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

How to stand out

Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").