Quality Assurance Controller — Contact Centre

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 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.