Quality Assurance Controller

Mediclinic International; South Africa; On-site; ZAR 300,000 - 460,000; Full time

Job summary

Mediclinic Southern Africa seeks an experienced Quality Assurance Controller to build a high-performing contact centre. The role evaluates quality levels, coaches teams, and implements corrective actions to improve service and customer satisfaction.

The position is part of a longer-term talent pool for a January 2027 start, offering growth opportunities to lead quality initiatives across contact centre operations, training material development, and performance reporting.

Qualifications

• 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.
• Development of training materials and programmes.

Responsibilities

• 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.

Skills

Coaching & quality improvement

Knowledge of Emergency Services

Communication & training

Policy & procedures knowledge

Training material development

Education

Grade 12

Job description

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MAIN PURPOSE OF JOB

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

Are you an experienced 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

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
• 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.