Quality Assurance Assessor (Contact Centre)

Great agents need great coaching, and this e-commerce support hub in Umlazi wants you to provide it. This role rewards consistency more than flash.

Location: Umlazi, KwaZulu-Natal. Applicants who already live in the area get looked at first. Most weeks are 45 hours, in line with the BCEA.

• Give one-on-one feedback with a clear action and a follow-up date.
• 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.
• Listen to call recordings and score them on the quality form.

• You can give tough feedback kindly and follow through
• 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
• Strong Excel: pivot tables, VLOOKUP and simple charts

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

• Medical aid and retirement fund contributions
• Laptop and data for remote reporting days
• Team performance bonus paid quarterly

• 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").