Quality Assurance Clerk at Shoprite Group of Companies

Purpose of the Job    

• To assess the call quality of the call centre agents who deal with our existing and potential customers. Coaching and training of staff
• The role will be based at the Centurion branch in Gauteng.
• Our Group and all its operating companies are committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included.

Job Objectives    

Call Monitoring and Evaluation

• Monitor and evaluate inbound and outbound interaction quality for contact centre, including chat or email
• Coordinate and facilitate call calibration sessions for call centre staff 
• Generate progress reports for management

Qualifications    

Essential

• Grade 12 qualification
• Quality assurance accreditation advantageous

Experience    

• Quality assurance within a Sales and customer Service environment
• 1 year prior outbound and inbound/sales call centre experience required

Knowledge and Skills    

• Knowledge of program-specific processes, policies and systems
• Computer Literate: MS Office and MS Excel
• Strong administration and analytical skills
• Strong oral and written communication skills
• Bilingual preferably fluent in English and Afrikaans

Closing Date    

• 2025/11/05