Job Opportunities at Ignition Group

The role:

• The Quality Assurance agent is required to ensure call quality, adherences to sales conduct and provide feedback to team leaders, managers, and trainers to enhance the performance of the sales agents.
• This is specific to the monitoring of all calls, whether sale or non-sale, with the intent of providing feedback to stakeholders on the compliance of sales requirements to minimise risk.

The detail:

 Monitoring

• Daily Monitoring via telephonic call assessments of sales/non-sales calls from agents
• Ensuring that the sales agents comply with sales policies and procedures.

 Risk Management and Compliance

• Facilitate risk management in terms of identifying issues where misleading and possible claims against the company arise
• Eliminate cancellations and returns/escalations by providing accurate and relevant feedback to relevant stakeholders.
• Confirmation of compliance requirements per client business rules.

Job Requirements

• Matric
• QA Experience within a Contact Centre

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Job Description
The role:

• The Quality Assurance agent is required to ensure call quality, adherences to sales conduct and provide feedback to team leaders, managers, and trainers to enhance the performance of the sales agents.
• This is specific to the monitoring of all calls, whether sale or non-sale, with the intent of providing feedback to stakeholders on the compliance of sales requirements to minimise risk

The detail:

 Monitoring

• Daily Monitoring via telephonic call assessments of sales/non-sales calls from agents
• Ensuring that the sales agents comply with sales policies and procedures.

 Risk Management and Compliance

• Facilitate risk management in terms of identifying issues where misleading and possible claims against the company arise
• Eliminate cancellations and returns/escalations by providing accurate and relevant feedback to relevant stakeholders.
• Confirmation of compliance requirements per client business rules.

Job Requirements

• Matric
• QA Experience within a Contact Centre

go to method of application »

The role:

• Are you as passionate about customers as we are? Do you have strong interpersonal skills, enthusiasm for speaking with people, and a mind for problem-solving? If you love interacting with other people, this is the role for you. Our Customer Care Agents take pride in providing the best customer service support by handling external customer queries and concerns with the highest degree of courtesy and professionalism, to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. We believe in empowering each individual to develop their own skills and talents to build their own success. Our employees are encouraged to recommend innovative business and operational ideas. We strive to make each employee's journey to success as exciting and engaging as possible.

The detail: Query Resolution

• Enhance the overall customer experience and ensure customer satisfaction and turnaround time on queries.
• To take inbound calls from customers regarding sales, product queries and complaints and to assist the customers with every request.
• Offer solutions with the objective of retaining customers, and initiate corrective action as needed.

Reporting

• Provide accurate feedback from issues arising from inbound calls ensuring first call resolution within service level agreements.
• Support Team Leaders with various daily reports to networks.
• Analyse data and report on trends and anomalies within each segment of the business unit.

Escalations

• Liaise with service providers, networks, and 3rd parties around escalated queries to ensure all queries are resolved within the agreed time frames.

Job Requirements

• Are you this person?
• Do you have a matric qualification?
• Do you have a minimum of 1-year customer care experience within an inbound call centres or customer care environment?
• Great listener, and even greater communicator – does this sound like you?
• Are you all about the detail in administration?
• Do you know your way around MS. Excel and Word?
• Do you have broadband experience (FLTE)

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• The Junior Data Engineer will support the design, development, and maintenance of data pipelines and systems that enable reporting and analytics across the organisation. Work under supervision to ensure data is collected, transformed, and stored accurately and efficiently. Develop foundational skills in data engineering technologies and best practices while contributing to team deliverables.

Job Description
Data Pipeline Development and Maintenance

• Assist in building and maintaining data pipelines under the guidance of senior engineers. 
• Support extraction, transformation, and loading (ETL/ELT) processes using SQL and Python. 
• Monitor data flows to identify and resolve simple data quality or performance issues. 

Data Integration and Quality 

• Support integration of data from multiple sources (CRM, WFM, Telephony, Digital) into central repositories. 
• Conduct basic data validation, quality checks, and error logging. 
• Helps document data sources, structures, and flows for team reference.

Automation and Tool Support  

• Learns and applies foundational understanding of automation frameworks to enhance process efficiency and quality. 
• Contribute to automation of simple recurring data processes. 
• Support testing and deployment activities for data pipeline updates. 

Analytics and Reporting Support

• Prepare and deliver well-structured data sets for analysts and business users. 
• Ensure accuracy and completeness of data for dashboards and reports. 
• Assists in creating and updating technical documentation for data pipelines, mappings, and validation steps under supervision .

Collaboration and Learning 

• Collaborate with senior team members and cross-functional partners to meet project objectives. 
• Participate in peer code reviews and knowledge-sharing sessions. 

Job Requirements

• Bachelor's degree in computer science, Data Science, Information Systems, or related discipline. 
• Cloud familiarity (AWS/Azure/Google/Snowflake ecosystem)  
• Certifications or coursework in SQL, Python, or data technologies advantageous. 

EXPERIENCE

• 1 - 3 years of experience in a data engineering or related technical role. 
• Exposure to data pipeline development or analytics preferred. 

KNOWLEDGE SKILLS AND ATTRIBUTES

• Basic understanding of Git-based version control and collaborative workflows 
• Basic SQL and Python skills for data extraction and transformation. 
• Familiarity with Snowflake or similar data warehousing platforms. 
• Understanding of ETL/ELT processes and cloud-based data environments. 
• Exposure to orchestration or transformation tools such as dbt, Airflow, or similar 
• Awareness of data quality and governance concepts. 
• Analytical thinker with attention to detail and problem-solving aptitude. 
• Team player with eagerness to learn and contribute. 

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• This position is responsible for coordinating and administrating financial operations within the assigned business unit/area. The Financial Controller reviews, analyses and interprets financial reports.

Job Description
Leadership and Oversight

• Direct all aspects of accounting operations.
• Coordinate and administrate financial operations.
• Drive and lead the preparation of annual financial forecasts.
• Direct budget and cost controls, financial analysis, and accounting practices and reports.

Financial Policies and Procedures

• Support the development of financial account policies and procedures.
• Ensure documentation of business processes and accounting policies for internal controls.
• Review, analyze, and interpret financial and budgetary reports.

Financial Statements and Reporting

• Drive the preparation and publishing of timely financial statements.
• Ensure quality control over financial transactions and financial reporting.
• Analyze and interpret financial data and recommend changes to improve systems and financial performance.

Insurance Management

• Ensure the company is insured for the right value.
• Manage and oversee any insurance claims that need to be made.

Payment and Expense Management

• Ensure monthly payments are made timely (including payments to suppliers based on requisitions).
• Review expense allocations completed by bookkeepers to ensure accurate general ledger account allocation.
• Review payment requisitions and supporting documentation for approval of payments.

Asset Management

• Ensure fixed assets are tracked and loaded onto the financial system correctly.
• Calculate and ensure that assets are depreciated as required on the financial system.

Tax Implications

• Prepare current and deferred tax implications.

Budget Monitoring and Control

• Monitor budgets, control expenditure, authorize expenditure, collection of invoices, and forecast.

Month-End Processes

• Drive the month-end close-off process in order

Job Requirements

• Degree in Finance or related qualification

Experience:

• At least 3 - 4 years’ experience as an Assistant Financial Controller
• Demonstrated experience operating spreadsheets.
• Minimum 3 years’ experience working with the MS Office Suite, including MS Excel and MS Word.
• Experience participating in the creation of financial statements

Knowledge, skills and attributes:

• Ability to establish and maintain good working with stakeholders.
• A high degree of accuracy and attention to detail
• Excellent planning and organisation skills
• Knowledge of accounting processes and procedures
• Outstanding problem analysis and solving skills.
• Ability to work under pressure.
• Ability to meet deadlines.
• Ability to prioritise workload in a fast-paced environment.
• Excellent verbal and written communication skills
• Proven time management skills
• Ability to multitask and work independently.
• Displays exceptional mathematical skills.
• Exhibits strong deductive reasoning skills.
• Ability to produce a high quality of work.
• Demonstrate high ethics and adherence to company values.
• Ability to prioritise and manage expectations.
• Thorough knowledge of accounting principles and procedures
• Ability to analyse and interpret financial data.

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Job Description

• The HR Business Partner participate in the alignment of the HR operations to the overall HR practices and strategic objectives in their assigned business unit/area. This position is accountable for the development of HR policies and procedures.  

KEY ROLES AND RESPONSIBILITIES

HR Strategic Alignment

• Participate in the provision of HR policy and procedure guidance and coaching.
• Execute HR projects across the company within specific timeframes.
• Act as a consultative business partner to the assigned stakeholder group by advising them of trends in HR practices, the labour market and general developments that could impact on the human resources in the area of responsibility.
• Participate in the design transformation and change programmes.
• Contribute to the development of progressive HR policies, processes and plans to drive continuous engagement and embed a performance culture across the organisation.
• Support the provision of strategic advice and ongoing support on employee relations issues, dispute resolution and industrial advocacy including managing escalated or complex cases.
• Design effective employee relations, retention, and rewards programs.
• Understanding the organization's goals and strategies to align HR initiatives accordingly.
• Implement strategies relating to the recruitment, development, engagement and provide general HR support of employees in the area of responsibility and/or stakeholder group.
• Deal with employee relations issues within the assigned business unit.

Stakeholder Engagement

• Contribute to the provision of HR related advise across the generalist range of the role.
• Implement the company’s people plans by working closely with internal stakeholders to develop a culture of responsibility and accountability for front line human resources management and embed a performance culture.
• Analyse complex trends and metrics in partnership with the relevant stakeholders to develop solutions, programs and policies.
• Working across multiple teams to ensure HR practices support their specific objectives.
• Work with the talent acquisition team to ensure the execution of the full recruitment cycle plans and talent sourcing strategies.
• Partner with the relevant stakeholders to support and execute HR initiatives for all aspects of human resources. 

Continuous Improvement and Risk Management

• Identify opportunities to streamline HR processes and improve efficiency.
• Identify and address potential HR risks to protect the organization from legal and reputational harm.
• Ensure compliance with all relevant HR legislation

Job Requirements

• Bachelor’s degree in HR Management or similar qualification
• Advanced degree in HR Management or similar qualification advantageous
• Human Resources Professional certification.

EXPERIENCE:

• At least 7 years’ experience in a similar role.
• Excellent experience delivering and implementing innovative HR solutions that meet company needs.
• Excellent experience with operational and strategic HR service delivery.
• Excellent experience implementing workforce plans that reflect organisational/departmental need.
• Proficient in HR technologies including experience in HRIS, and E-recruitment systems.
• Excellent experience with HR metrics.
• Excellent experience leading and delivering complex people projects and initiatives with specific deadlines.

KNOWLEDGE, SKILLS AND ATTRIBUTES:

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies
• Excellent knowledge of multiple human resource disciplines, including compensation practices, organisational diagnosis, employee and union relations, diversity, performance management, and relevant employment laws.
• Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations.
• Maintains a clear and detailed knowledge of the industry trends, best practices, and labour legislation.
• Excellent ability to develop HR policies and procedures that meet company needs.
• Excellent ability to work effectively and maintain resilience in a changing environment.
• Excellent relationship management and demonstrated collaborative skills in working with internal and external business leaders and stakeholders.

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• The Customer Care Consultant will maintain a good customer care experience for the MVNO business. To ensure that the overall customer care function is administratively supported both pre- and post-sales with the objective of maximising customer service.

Job Description
Compliance to Processes

• Timeous order entry process completion within turn-around times
• Sound knowledge of MRP and MVNX products and services
• Understanding of customer credit vetting management
• Credit Limit monitoring
• Customer account maintenance
• Customer welcome and first bill/change bill sign off

Cancellations

• Sound knowledge of MRP’s cancellation processes
• Customer retention management
• Timeous cancellation process completion
• Entering the cancellation into the CRM system
• Quoting customers on early termination costs

General

• Assist with all customer queries that arise
• Filing of all required documentation
• Monitor data Integrity on all systems and databases
• Knowledge on all relevant systems to ensure that the correct decisions are taken and the correct information is fed back to the customer
• Effective escalation management
• Ad-hoc reporting when required

Training

• On-going training required
• Individual Development Plan
• Internal product and sales training

Operational Processes

• Work with existing systems, processes and procedures in such a way that operational efficiencies, performance and customer contact experiences are enhanced
• Effectively utilise and open system applications to support work (e.g. Soft Phone, Admin, Vas X)
• Ensure that all calls are logged accurately according to call classification system
• Identify problem areas and escalate to Line Management as appropriate
• Retain customers in line with company retention strategies
• Work on Call Centre shifts according to duty roster communicated
• Conduct coaching and buddy training as required

Customer Service

• Ensure all customer queries are attended to within defined standards of quality and resolved within agreed SLA’s
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product
• Provide input / advice on the best approach / solution to reach the best results to meet customer requirements
• Deliver first time right service excellence 

Quality Control

• Ensure all customer queries are attended to within defined standards of quality and resolved within agreed SLA’s
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product
• Provide input / advice on the best approach / solution to reach the best results to meet customer requirements.
• Deliver first time right service excellence 

Job Requirements

• Matric
• A tertiary qualification would be advantageous

EXPERIENCE

• Experience in a similar role (customer services / call centre) in a service operation
• Microsoft Excel, PowerPoint, Word experience is critical.
• Cellular / GSM experience 

KNOWLEDGE , SKILLS AND ATTRIBUTES

• Good interpersonal skills
• Good relationship skills
• Analytical skills
• Problem solving skills
• Ability to react quickly and make decisions under pressure
• Very good communication skills (Verbal + written)
• Business communication skills
• Work well under pressure
• Good business acumen
• Conflict resolution
• Telephone etiquette
• Ability to perform routine / repetitive work.
• Able to cope effectively with change

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The role:

• Leaving a legacy starts on day one. We believe that we only get one chance to make a great first impression with our new employees and that every interaction is an opportunity to make the world around us better. Our Team Leaders should always look the part, act the part, and treat their physical environment as a reflection of their legacy and ours.

The detail:

• Management Ensure the team meets their core KPI Sales service targets.
• Target setting, call-flow management and interval control, drive and encourage individuals and the whole team, through call and utilisation times using measurement, targets, reward and recognition, feedback and communication.
• Responsible for the day to day management of your team, including the monitoring of shift patterns, time-keeping, absence, and overtime

Coaching and Developing

• Coach, mentor and develop the team.
• Foster a culture of continuous improvement by seeking ideas, challenging the status quo, identifying best practice and reviewing departmental processes.
• Establish goals both for the team and for individual employees, and conduct regular performance reviews.
• Identify and address any training that your team require.

Collaboration

• Actively work with other Team Managers to ensure that all teams are geared towards achieving the success of the campaign.

Job Requirements

• Matric
• Call Centre Agent Experience

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The Role:

• With deep roots in South Africa, our teams are delivering technology solutions to some of the largest brands across the globe enabling both consumers and business to gain competitive advantage!
• We are looking for an energetic and experienced Contact Centre Manager to join our Services teams.
• Please note that only applicants who have been in a Call Centre Manager position within a BPO, will be considered for this role.

The Detail:

• As a Contact Centre Manager at the Ignition Group, you will be responsible for managing and directing the operations within the contact centre.
• The primary goal of this position is to ensure that quality experience is provided to customers through all communication channels (telephone and online) and to mentor and provide leadership to a group of Contact Centre Campaign and Team Leads.
• We operate both domestically and internationally.

Skills:

• Demonstrate the ability to plan and organise.
• Ability to develop and nurture improved performance across sales and/or service.
• Excellent communication and stakeholder engagement skills.
• Excellent telephone manner with a clear speaking voice.
• Familiar with CRM systems and practices.
• Ability to work under pressure and meet deadlines.
• Ability to manage conflict using a solution-focused approach.

Job Requirements

• At least 6 years inbound, or outbound contact centre experience.
• At least 4 years Contact Centre Manager experience.
• Proven experience managing a team of Contact Centre Campaign and Team Leads.
• Experience in a customer service, campaign in contact centre environment required.
• Demonstrable experience working with the MS office suite, including MS excel and MS word.