Contact Centre Quality Assurer

A vacancy exists for a Contact Centre Quality Assurer within the VAS and Card division, Kazang, in Sandton, Johannesburg.

The purpose of the role is to review and analyse the overall quality of the Contact Centres. Identify gaps and trends and do daily, weekly and monthly reporting related to the performance of the Contact Centre.

Key Responsibilities include, but are not limited to:

  • Review phone reports per team daily, weekly and monthly.
  • Including, individual performance, adherence, abandoned and answer SLA.
  • Compile phone, Freshdesk and CMS performance reports per individual and team, daily, weekly and monthly.
  • Compile monthly performance reports per Contact Centre per Contact Centre per KPI area.
  • Report on gaps and failures.
  • Track improvements.

In order to be considered for this position, the following requirements must be met:

  • Matric.
  • Quality Assurance Qualifications advantageous.
  • Excel Qualifications will be advantageous.
  • 12 months of Contact Centre and Client Services experience.
  • Data analysis experience.

Technical Competencies:

  • Computer skills i.e., proficiency in MS Office applications.
  • Excel Qualifications will be advantageous.
  • Knowledge of online assessment tools (Forms, SharePoint).

Behavioural Competencies:

  • Exceptional listening and analytical skills.
  • Research, analytical and problem-solving skills.
  • Solid time management skills.
  • Must be able to effectively deal with people at all levels inside and outside of the Company.
  • Creative ability & writing proficiency.
  • Ability to multitask and successfully operate in a fast-paced, team environment.
  • Data Analysis, report writing skills.

To apply for this position, include a 2–3-page CV, specifying the position you are applying for, for the attention of Lezanne Amos at