Quality Assurance Controller

ER24 Vodacom Contact Centre 112 | Rivonia | South Africa

Closing date: 16/07/2026

Number of positions: 1

Recruiter name: Silindokuhle Bawuti

Reference number: 70916

Workplace Type: On-site

Fixed Term Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

MAIN PURPOSE OF JOB

To assess and gauge quality levels of the Contact Centre and provide corrective solutions through coaching and training initiatives.

KEY RESPONSIBILITY AREAS

• Monitors Contact Centre performance to ensure quality control standards of service/customer satisfaction is achieved.
• Gather, analyse and report on performance data for the purposes of improvement and keeping relevant stakeholders up to date.
• Support the Contact Centre Co-ordinator team and Contact Centre Operations. REQUIRED EDUCATION

ESSENTIAL EDUCATION

• Grade 12

DESIRED EDUCATION

• Contact Centre related qualification
• Adult Education related qualification REQUIRED EXPERIENCE

ESSENTIAL MINIMUM EXPERIENCE

• 4 years' contact centre experience contact centre
• 1 year contact centre training or coaching experience

DESIRED EXPERIENCE

• 4 years' emergency contact centre experience
• 2 years' contact centre training experience REQUIRED JOB SKILLS AND KNOWLEDGE
• Coaching and quality improvement
• Knowledge of Emergency Services
• Ability to effectively communicate and train content towards a variety of learning needs
• Maintain a comprehensive working knowledge of policies, procedure, and benefits across all product lines
• Emergency contact centre operations
• Development of training materials and programmes

All applicants will be considered, with the understanding that preference will be given in accordance with the Employment Equity Plan of Mediclinic Southern Africa, as well as internal applicants/employees that meet the minimum requirements. Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile