Quality Assurance Controller

Recruiter:

Marshalls World of Sports

Job Ref:

HR0091

Date posted:

Tuesday, November 29, 2022

Location:

durban north, KwaZulu-Natal, South Africa

Salary:

Negotiable

SUMMARY:
The primary objective in this role is to comply with all mandatory requirements, manage internal and external customers and deliver excellent customer service for the MWOS Group. Your role is to support, The Operational requirement for the SQA’s consists of the following with regards to the new Quality Framework

JOB DESCRIPTION:

KEY PERFORMANCE AREAS AND RESPONSIBILITIES
Key Performance Area	Performance Outputs
Operational	Complete end-to-end agent assessments in order to ensure that the customer’s experience with the Call Centre results in First Call Resolution and Transactional Net Promoter Score (tNPS); Coach and feedback to agents to ensure FCR improvement; Support the Team Leaders and Supervisors with feedback, urgent call traces, trend analysis and other adhoc support functions; Attend Quality Framework calibrations and team meetings; Visit Business partner sites and do side by side call listening and capture process gaps; Perform and report Gap analysis; Publish reports and track progress; Compile reports on analysis completed; Coach QA’s and TL’s within Business unit, found non adherence to the set model; Monitor sampling methodology at the beginning of each month; Fortnightly reviews to check progress and address issues; Knowledge of Telecomms products and services; Developing and implementing standards for inspection; Developing plans to help the company manage waste; Ensuring that standards and safety regulations are observed; Creating training material and operating manuals;
Customer + Relationship	Providing excellent, good quality customer service at all times; Ensuring that your workplace is clean and presentable for MWOS customers; Ensure customers are aware of all bet types in order to increase customer satisfaction; Ensure communication skills are excellent in order to provide information to customers clearly and concisely;
Leadership + People	Ensuring that breaches in policy is reported to the Assistant/Branch/Regional/HR Manager;
Innovation	Make recommendations and suggestions of advertising/marketing opportunities to the Marketing Department; Make recommendations on how to increase performance and branch profit;
KNOWLEDGE, SKILLS AND ABILITY REQUIRED (COMPENTENCY)
COMPETENCY LIBRARY
Technical Competencies: Conflict management skills Coaching and Feedback Problem solving skills Stress management Communications skills – verbal and written is essential Facilitation skills Interpersonal skills Analytical skills to be able to assimilate data from different sources and create actionable insights CRM Tools advantageous Extensive Knowledge of QC techniques (Call Evaluation, Coaching, Feedback, Data Analysis) Proficiency in MS Word, MS Excel & MS PowerPoint		Generic Competencies: Inter and Intrapersonal Skills Communication Skills – written + verbal Problem solving skills Accuracy + Attention to detail Time Management Skills Co-ordination Skills Team Working Skills Professionalism Honesty + Integrity Innovative Patience + empathetic Values Passion Proactive Accountability and Ownership Change Teamwork Service Excellence

Minimum Requirements:

Matric
A relevant Degree/Diploma or 3 yrs experience in Quality management frameworks
1yr Experience in Business analysis / Business Improvement/ Data analysis
Customer Experience methodologies
Agile methodology

NB! This job is now closed. You can apply for other jobs by uploading your CV.

Similar jobs you might be interested in:

Quality Assurance Manager (Chemical Processing)
Location: Durban
Salary: Monthly
Our client, a well-established and progressive manufacturer and supplier of specialised binders, emulsions, bitumen, asphalt and slurry products, seeks to employ an experienced quality assurance Manager to oversee the implementation, maintenance and continual improvement of quality Management Systems (QMS) across its Southern African operations. This role requires a technically competent QA p...
8 days ago

Software Quality Assurance Analyst
Location: Durban
Salary: Market Related Monthly
High-level role overview: The Software quality assurance Analyst will act as the company’s internal software-quality specialist, providing structured and independent testing across the software development and implementation lifecycle. The role will review requirements for completeness and testability, develop test strategies and test plans, prepare detailed test scenarios and scr...
9 days ago

Quality Assurance and HR Officer
Location: Pinetown
Salary: Monthly
We are committed to locating the ideal job for you, so we kindly advise against paying for this service.There are no costs associated with securing employment with us.Job Title: quality assurance and HR OfficerDepartment: quality assurance / Human ResourcesLocation: Westmead, Pinetown, DurbanEmployment Type: Fixed-Term Contract – 1 to 6 Months, with option to renew by agreementWorking Hours:...
25 days ago

Compliance & AML Officer
Location: Umhlanga Ridge
Salary: Market related
Compliance & AML Officer
2 days ago

Draughting Technician
Location: Tongaat
Salary: Market related
Ensuring that technical drawings produced comply with all required standards.
3 days ago

Internal Sales Support
Location: Durban
Salary: Market Related
Internal Sales Support Durban
4 days ago

After Sales Technical and Admin Support - Pietermaritzburg
Location: Pietermaritzburg
Salary:
DBN000387 - After Sales Technical and Admin Support - PietermaritzburgTo provide specialized agronomic and technical counsel to regional distributors and agents, leveraging deep crop expertise and strategic partnerships to maximize product valueRequired Qualifications & Experience:Matric (Grade 12) or an equivalent qualification.Minimum of 5 years of technical experience within the outdoor pow...
10 days ago

Senior Merchandiser
Location: Durban
Salary:
Ready to Take Your Merchandising Career to the Next Level?An exciting opportunity awaits an experienced Senior Merchandiser to join a leading supplier in the fashion industry!This is your chance to take the lead in product execution, drive strategic planning, manage teams, and ensure seamless delivery to global buyers. If you’re a strong decision-maker with a passion for fashion, production,...
11 days ago

Senior Coordinator
Location: Durban
Salary:
A well-established supplier in the fashion industry is seeking an organised and proactive Senior Co-ordinator to join their team in Westville.
18 days ago

Independent Review Supervisor
Location: Durban
Salary: R450 000.00 per annum
The Independent Review Supervisor is responsible for overseeing the planning, execution, and quality of independent reviews to ensure that processes, controls, policies and operational activities comply with applicable legislation, regulatory requirements, internal policies and established standards.
29 days ago

Quality Assurance Controller

Similar jobs you might be interested in:

Create a free job alert for Quality Assurance Controller in durban north, KwaZulu-Natal

Jobseekers

Recruiter

General