Quality Assurance Assessor (Contact Centre) – Immediate Start

You'll lead, coach and track a team of 12 to 18 agents at a bank customer experience unit in Vereeniging. It's the kind of job where doing the basics well every day gets you noticed.

Home base is a bank customer experience unit on the Vereeniging side of Gauteng. There's a probation period of three months before the contract is confirmed.

• Resolve formal complaints and draft replies for the ombud when needed.
• Watch real-time queues and move agents between skills when volumes spike.
• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.

• You can give tough feedback kindly and follow through
• Written English good enough for client reports
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week

• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys

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

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.