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Contact Centre Quality Manager

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ER24 Corporate Office | Rivonia | South Africa 


Closing date: 12/11/2026  
Number of positions: 1 
Recruiter name: Silindokuhle Bawuti  
Reference number: 74649  
Workplace Type: On-site
Permanent

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

MAIN PURPOSE OF JOB

Oversees contact centre quality assurance programs by establishing and implementing and monitoring standards governing customer interactions using monitoring programs as well as training program design or process enhancements that correct quality issues.

REQUIRED EDUCATION

ESSENTIAL EDUCATION 

Grade 12

Tertiary Qualification

DESIRED EDUCATION 

Honours Degree or Postgraduate Diploma in:
•    Business Administration
•    Operations Management
•    Customer Experience (CX)
•    Quality Management

KEY RESPONSIBILITY AREAS

To manage and oversee the Contact Centre Services Quality team performance, measures and  departmental functions

To ensure a positive a client experience

Lead and manage people in the Contact Centre Quality team

Build and maintain relationships with key stakeholders

Manage and control Contact Centres quality and training department budgets / finances

REQUIRED EXPERIENCE

ESSENTIAL MINIMUM EXPERIENCE 

5 years Contact Centre experience

3 years managerial experience

DESIRED EXPERIENCE 

10 years Contact Centre experience

5 years managerial experience

REQUIRED JOB SKILLS AND KNOWLEDGE

  • Demonstrate working knowledge and competence in all Contact Centre systems
  • Demonstrate working knowledge of the Healthcare environment
  • Demonstrate working knowledge of the EMS environment
  • Demonstrate ability to coach and mentor team members
  • Demonstrate a good understanding of Contact Centre metrics
  • Demonstrate sound competence in telephonic and email etiquette
  • Demonstrate sound competence in Microsoft Excel, Word and Outlook
  • Demonstrates a good understanding of contract and service level agreement (SLA) management
  • Demonstrate understanding of resource management
  • Demonstrate understanding of total quality management

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.

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

 

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Job Segment: Call Center, Quality Manager, Quality Assurance, QA, Manager, Customer Service, Quality, Technology, Management

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