Quality Assessor

About the role

As a Quality Assessor you will enhance the customer experience journey by assessing call centre interactions across calls, email, chat and other channels. You will produce insightful reports that tell the story of the customer experience and help ensure low‑risk, zero‑surprise business‑as‑usual operations. You will also actively engage stakeholders to share quality findings and trends, and contribute to continuous‑improvement initiatives.

Key responsibilities

• Quality assess inbound and outbound call centre interactions (calls, email, chat, etc.).
• Generate and present reports that illustrate the customer experience journey.
• Engage stakeholders to communicate quality findings, trends and improvement opportunities.
• Support continuous‑improvement projects aimed at compliance, process, system and skill enhancements.

Required profile

• Matric/Grade 12 certificate.
• Minimum 18 months experience as a Contact Centre Quality Assessor.
• Computer literacy with intermediate to advanced proficiency in MS Office, especially MS Excel.
• Preferred: Yellow Belt Six Sigma, Lean or Six Sigma training, ISO 9001:2015 knowledge.

Required skills

• MS Office
• MS Excel
• Lean Six Sigma methodology