Quality Assurance & Insights Supervisor - Customer Service Centre - Vehicle Tracking Industry - AA/EE - Randburg

SUMMARY:
Quality Assurance & Insights Supervisor - Customer Service Centre

POSITION INFO:

Quality Assurance & Insights Supervisor – Customer Service Centre  – AA/EE - Randburg

Company requires the services of a QA & Insights Supervisor in the Customer Service CX Improvement Centre situated at the head office based in Johannesburg. The role strives to supervise and advance the Customer Experience (CX) and Quality Assurance (QA) functions for contact centres, looking after a team of Quality Assessors nationally.

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 practices

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

Salary offer: Negotiable