About this role
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