Description : Quality Assurance and Operational Insights Manager. Company : Tracker South Africa. Location : Johannesburg, Gauteng
Listing reference: track_001037 Listing status: Online Apply by: 2 June 2023 Position summary Industry: IT & Internet Job category: Customer Service Location: Gauteng Contract: Permanent Remuneration: Market Related EE position: Yes Introduction Tracker requires the services of a Quality Assurance and Operational Insights Manager in the Customer Service (CX) Improvement Centre situated at the Head Office based in Johannesburg. The role strives to manage and advance the Customer Experience (CX), Quality Assurance (QA) and Workforce Management (WFM) functions for Tracker’s Contact Centres. Job description
- Develop and maintain QA processes and compliance standards for all Contact Centre departments and functions.
- Manage and develop a team of Quality Assessors, Resource Planners and Analysts to drive quality, efficiency, and an enhanced customer experience, to deliver Tracker’s business goals and objectives internally, and with external partners.
- Drive root cause analyses, establish best practices and drive corrective action plans.
- Implement customer satisfaction surveys and ‘Voice of the Customer’ to measure and derive insights to drive customer experience across all touchpoints, products, and processes.
- Explore opportunities for business improvement and drive the implementation of self-help, dashboards, reports, and key automation projects across the Customer Experience Department to solve key business challenges and improve the entire customer experience value chain.
- Assist in the analysis of workforce management outputs across the front and back-office functions to drive efficiencies.
- Manage the departmental budget and costs.
- Manage staff according to company standards, to deliver a high-performance culture, and to drive CX expectations (appraisals, discipline, development, training, etc.).
- National Diploma in Customer Service Management or a related field NQF 6.
- Desirable: Relevant B Com Degree in the fields of Business Management, Leadership, Marketing etc., NQF 7.
- Minimum of 8 years’ work experience within a Contact Centre Operations environment, including 3 years management experience.
- Experience in developing and maintaining data analytics models for the express purpose of providing value adding insights for business leaders and business decisions.
- Advantageous: Good understanding and exposure to Workforce Management principles and practices.
- Strategic thinking and execution.
- Sound communication skills at all levels as well as facilitation and presentation skills.
- High degree of Emotional Intelligence with strong leadership attributes to motivate and achieve success through people.
- High acumen to plan, organise and control.
- Innovative and analytical.
- Ability to work under pressure.
- Change management skills.
