QA & Insights Supervisor - Randburg

SUMMARY:
QA & Insights Supervisor - Randburg

POSITION INFO:

The role strives to supervise and advance the Customer Experience (CX) and Quality Assurance (QA) functions for our clients contact centres, looking after a team of Quality Assessors nationally.’

Job description:

• Maintain and improve Quality Assurance processes and compliance standards for all Contact Centre departments and functions.
• Supervise, motivate and develop a team of Quality Assessors to drive quality, efficiency and enhance customer experience.
• Plan and forecast Quality Assessor team workload to ensure auditing requirements are met in a timely manner for all business units.
• Generate insights into teams for coaching, feedback, and assisting in meeting business goals and objectives.
• Execute the communicated Quality Assurance strategy .
• Recommend ongoing training needs and coaching plans based on trends analysis.
• Plan and implement campaigns and mystery shopping events as requested by the reporting manager.
• Assure consistency in quality processes and adherence to processes and procedures.
• Recognise and implement opportunities for improvement.
• Implement/recommend customer satisfaction surveys and voice of the customer to measure and derive insights to drive customer experience across all touchpoints, products and processes.
• Assist with reporting, as requested by the reporting manager.
• Explore opportunities for business improvement and drive the implementation thereof. Present measurable value to ideas and implementations completed.

Minimum requirements:

• Matric.
• Diploma in Business Administration, Quality Management or a related field advantageous.
• Minimum 2 years’ experience in a call centre Quality Assurance Supervisory role.
• Minimum 3 years of contact centre operations experience.
• Experience in multi-skilled, multi-site Customer Centres advantageous.
• Experience in data analytics, reporting, and performance monitoring.
• Experience in using QA tools and methodologies.
• Understanding of QA frameworks, compliance, and best practice.