Quality Assurance Clerk

Shoprite Group of Companies; Centurion; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A major retail group is seeking a Quality Assurance Clerk in Centurion, Gauteng. The role involves assessing call quality of agents and conducting coaching sessions. Requirements include a Grade 12 qualification, quality assurance experience, and strong communication skills. Bilingual proficiency in English and Afrikaans is preferred. Apply before November 15, 2025 for this position committed to diversity.

Qualifications

• Grade 12 qualification required.
• Quality assurance accreditation is a plus.
• 1 year prior outbound and inbound/sales call centre experience required.

Responsibilities

• Monitor and evaluate interaction quality for call centre.
• Coordinate call calibration sessions for staff.
• Generate progress reports for management.

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

Education

Grade 12 qualification

Quality assurance accreditation advantageous

Job description

Job title: Quality Assurance Clerk

Job Location: Gauteng, Centurion

Deadline: November 15, 2025

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

• 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