Quality Assurance Assessor (Contact Centre)

At this insurance contact centre in Vereeniging, 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.

This post is Vereeniging-based, with most of your time spent at an insurance contact centre. Overtime comes up in peak season and is paid.

• Give one-on-one feedback with a clear action and a follow-up date.
• Build rosters and forecast call volumes in the workforce tool.
• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.
• Watch real-time queues and move agents between skills when volumes spike.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through

• Team performance bonus paid quarterly
• Laptop and data for remote reporting days
• Management development programme

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.