Quality Assurance Assessor (Contact Centre)

This is the next step up from the phones: running numbers and people at an insurance contact centre in Vereeniging. It suits someone who likes knowing exactly what a good day's work looks like.

You'll be based at an insurance contact centre in Vereeniging. Living nearby, or on a taxi route to it, really helps. Most weeks are 45 hours, in line with the BCEA.

• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Run morning huddles and share yesterday's stats with your team.
• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.

• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• At least 2 years as an agent and 1 year coaching or supervising
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts

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

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

• 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").