Customer Service QA and Training Manager
- Cape Town, Western Cape
- Permanent
- Full-time
- Relevant Diploma, degree or equivalent - essential.
- Relevant Courses or Certifications in Quality Assurance, Learning & Development, or equivalent experience would be advantageous.
- 3+ years' experience in customer interfacing within a Customer Service Centre, Contact Centre or equivalent role, managing the design, development and delivery of quality assurance and learning solution frameworks, policies, procedures and guidelines - essential.
- A proven track record of managing quality assurance and related activities in a contact centre environment - essential.
- Demonstrable knowledge of customer services practices within the FMCG, retail sector, understanding of quality assurance, performance evaluation and performance improvement interventions - essential.
- Exposure to statutory requirements, applying and monitoring relevant laws, regulations, and best practices as they relate to customers - essential.
- Exposure to evolving technologies and future orientated opportunities on Contact Centres, social media, bots etc and the role the quality assurance function plays in supporting process development would be advantageous.
- Provide inputs and writing resource motivations with supporting information to ensure that the QA and Training team is appropriately structured and resourced to deliver.
- Ensure that the QA and Training team complies with relevant regulations.
- Support with develop financial objectives by providing cost estimates and budget inputs.
- Ensure succession development plans are in place and take responsibility for the development of an operational talent pool.
- Work closely with the Data & Performance team to understand data and quality needs.
- Ensure adequate training prior to issuing usernames or access to systems.
- Serve as the administrator for all contact centre system setups
- Oversee the development and implementation of quality programs.