Quality Assurance Controller

Mediclinic; Sandton; On-site; ZAR 350,000 - 520,000; Full time

Job summary

Mediclinic Southern Africa is seeking an experienced Quality Assurance Controller to help shape a high-performing Contact Centre. The role focuses on monitoring performance and delivering corrective coaching to ensure service excellence.

The opportunity is tied to a future January 2027 start, with development programmes and data-driven improvement initiatives to enhance customer experiences for patients and staff alike.

Qualifications

• 4 years' contact centre experience.
• 1 year contact centre training or coaching experience.
• Knowledge of emergency services.
• Experience in quality assurance processes.

Responsibilities

• Monitor contact centre performance to uphold quality standards and customer satisfaction.
• Gather, analyse and report data to drive improvements and inform stakeholders.
• Support the Contact Centre Co-ordinator and Operations teams with QA initiatives.

Skills

Coaching & QA

Emergency Services knowledge

Communication skills

Education

Grade 12

Contact Centre qualification

Adult Education qualification

Job description

Mediclinic Southern Africa is a healthcare provider operating in South Africa and Namibia focused on providing acute care, specialist-orientated, multidisciplinary hospital services and related service offerings. We place science at the heart of our care process by striving to provide evidence-based care of the highest standard. The group currently operates 50 private hospitals (excluding a growing number of day clinics) throughout South Africa and three hospitals in Namibia with more than 8 200 beds in total.

Quality Assurnce Controller

Be Part of Something Exciting. Shape the Future with Us.

Are you an experienced Inter Quality Assurance Controller ready for your next career-defining opportunity?

We are building a talent pool for an exciting new Quality Assruance Controller opportunity anticipated to commence in January 2027. While the role is not immediately available, we are seeking exceptional leaders who would like to be considered early for this exciting venture and future growth journey.

This is a unique opportunity to be part of something from the ground up, helping to shape a high-performing customer experience environment that will make a meaningful impact on our customers, employees, and business.

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

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

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 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

Qulity Assurance Controller Quality Assurance Officer