Quality Assurance and Operational Insights Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Tracker South Africa Full time

Listing reference:
track_001037

Listing status:
Online

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 selfhelp, 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 backoffice functions to drive efficiencies.
  • Manage the departmental budget and costs.
  • Manage staff according to company standards, to deliver a highperformance culture, and to drive CX expectations (appraisals, discipline, development, training, etc.).

Minimum requirements:

  • National Diploma in Customer Service Management or a related field NQF
  • Desirable: Relevant B Com Degree in the fields of Business Management, Leadership, Marketing etc., NQF
  • 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.

Required Competencies:

  • 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.

Benefits:
Medical Aid, Provident Fund

**Equity Statement

  • Quality Assurance Controller

    2 weeks ago

    Johannesburg, Gauteng, South Africa Quality Analytics Full time

    Quality Assurance Controller (Pharmaceutical Experience) Home / Jobs / Quality Assurance Controller (Pharmaceutical Experience) Quality Assurance Controller (Pharmaceutical Experience) Quality Assurance Controller (Pharmaceutical Experience) – We are urgently recruiting for a Quality Assurance Controller (must have Pharmaceutical industry experience) to...

  • Quality Assurance

    2 weeks ago

    Johannesburg, Gauteng, South Africa One Source Direct Full time

    Quality Assurance Agent NeededOur company, One Source Direct, is searching for a Quality Assurance Agent on behalf of Zoom Fibre.Main purpose of the job:We require a quality assurance agent who is a professional and responsible for monitoring, inspecting and proposing measures to correct or improve an organization's final products in order to meet...

  • Operations Executive

    2 weeks ago

    Johannesburg, Gauteng, South Africa IQbusiness Insights Full time

    Are you a tech-savvy individual with a flair for scripting and a passion for operational excellence?Roles and responsibilities:Client and stakeholder support [provide support to internal stakeholders and clients in a demanding dynamic environment]Works closely with Account Directors, Research, Sample Operations and Analytics and Automation Teams to ensure...

  • Accreditation and Quality Assurance

    2 weeks ago

    Johannesburg, Gauteng, South Africa The Independent Institute of Education Full time

    The IIE (Pty)Ltd is the registered provider of higher education which is delivered through the following educational brands: Varsity College, Vega School, Rosebank College and IIEMSA.The Independent Institute of Education's Central Academic Team (CAT) is responsible for the academic leadership and governance of the work done at the brands while each brand is...

  • Quality Assurance Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa F & G Sourcing Specialist Full time

    F and G Sourcing Specialist is assisting a reputable Security Services client that is seeking a skilled Quality Assurance Manager to join their company that is based in Johannesburg.The QA Manager will be responsible for executing the strategic direction during the development, deployment, maintenance, and monitoring of Quality Assurance; technologies,...

  • Academic Quality Assurance Officer

    2 weeks ago

    Johannesburg, Gauteng, South Africa Educor Full time

    Academic Quality Assurance Officer (JB4108): Randburg, Johannesburg, Gauteng - EducationAcademic Quality Assurance Officer (JB4108)RandburgMarket RelatedThe Quality Assurance Officer is entrusted with championing the highest standards of educational excellence, aligning with national quality assurance frameworks. This role is integral to the development,...

  • Accreditation and Quality Assurance

    2 weeks ago

    Johannesburg, Gauteng, South Africa The Independent Institute of Education Full time

    The IIE (Pty)Ltd is the registered provider of higher education which is delivered through the following educational brands: Varsity College, Vega School, Rosebank College and IIEMSA.The Independent Institute of Education's Central Academic Team (CAT) is responsible for the academic leadership and governance of the work done at the brands while each brand is...

  • Quality Assurance

    2 weeks ago

    Johannesburg, Gauteng, South Africa Isilumko Staffing Full time

    Are you and experience QA Consultant, do you have at least 1yrs experience in the Insurance Industry with the necessary Category A and B1 experience?- Provide quality administration service in respect of Quality Assurance Contribute to implementation of quality assurance process within the call centre. Assess calls and achieve set assessment target. Keep...

  • Quality Assurance Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Rpo Recruitment - Executive Search & Rpo Recruiting Agency. Full time

    RPO Recruitment is partnering with a leading FMCG company to fill the position of Quality Assurance Manager. This is an exciting opportunity to join a well-established company that is known for their commitment to producing high-quality products. As the Quality Assurance Manager, you will be responsible for establishing and maintaining quality control...

  • Quality Assurance Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa RPO Recruitment Full time

    RPO Recruitment is partnering with a leading FMCG company to fill the position of Quality Assurance Manager. This is an exciting opportunity to join a well-established company that is known for their commitment to producing high-quality products. As the Quality Assurance Manager, you will be responsible for establishing and maintaining quality control...

  • Manager: Quality Assurance and Improvement Programme

    2 weeks ago

    Johannesburg, Gauteng, South Africa Absa Bank Limited Full time

    Bring your possibility to life Define your career with us With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job SummaryThe QAIP...

  • Quality Assurance Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Lakwema Consulting Full time

    Purpose:They will be the technical expert and lead for activities related to strengthening Quality Assurance (QA) and Quality Improvement (QI) support services rendered by Our company.Key Accountabilities (included but not limited to):Set and guide standards which will form the foundation of quality assurance and quality improvement across all our company...

  • Specialist: Quality Assurance and Improvement

    2 weeks ago

    Johannesburg, Gauteng, South Africa Absa Bank Limited Full time

    Bring your possibility to life Define your career with us With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job SummaryJob...

  • Quality Assurance Analyst

    2 weeks ago

    Johannesburg, Gauteng, South Africa Quantanite Full time

    About Quantanite: Quantanite is a global leader in the business process outsourcing (BPO) and customer experience (CX) sectors. With a dedicated team spread across four continents, we are committed to delivering innovative solutions and exceptional service to our clients. We are currently seeking a dedicated Quality Assurance Specialist to join our vibrant...

  • Principal Quality Assurance

    2 weeks ago

    Johannesburg, Gauteng, South Africa De Beers Group of Companies Full time

    Company Description We're reimagining mining to improve people's lives. That includes the lives of everyone who works for Anglo American. We strive to be a great company where employees are happy, inspired to do their best work. A place where every colleague can grow, develop and realise their potential.To live up to our Always with Purpose employee value...

  • Specialist: Quality Assurance

    2 weeks ago

    Johannesburg, Gauteng, South Africa Absa Bank Limited Full time

    Bring your possibility to life Define your career with us With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job SummaryTo provide...

  • Quality Assurance Internship

    2 weeks ago

    Johannesburg, Gauteng, South Africa Procter & Gamble Full time

    Description We are currently looking for a passionate and dynamic Quality Assurance Intern who will be given a wide range of meaningful and fulfilling assignments. P&G provides plenty of development and learning opportunities, through formal and informal mentoring, day-to-day coaching from your manager, regular guidance from teams and consistent checks...

  • Quality Assurance Technician

    2 weeks ago

    Johannesburg, Gauteng, South Africa LENOHLAHLA CONSULTING Full time

    Job TitleQuality Assurance TechnicianJob TypePermanentDivisionControl FunctionsDepartmentQuality AssuranceEE Occupational LevelsLevel 4 & 5: Skilled, Technical and Academically QualifiedLocation - Town / CityJohannesburgLocation - ProvinceGautengLocation - CountrySouth AfricaJob Advert SummaryPurpose of the jobThe purpose of the role is to conduct quality...

  • National Manager: Quality Assurance

    2 weeks ago

    Johannesburg, Gauteng, South Africa Tipp Focus Full time

    Main Purpose of the JobManage the national quality assurance within the company to ensure the provision of a high-quality laboratory service for the clients in line with business needs.Key Job ResponsibilitiesManage the National Accreditation, QA schemes of company to assist laboratories to attain optimal performance.Advise on company subscriptions to other...

  • Manager: Operational Insights

    2 weeks ago

    Johannesburg, Gauteng, South Africa Standard Bank Of South Africa Limited Full time

    Manager: Operational Insights & Strategy South Africa Job Overview Business Segment:Group Functions Location: ZA, GP, Johannesburg, Baker Street 30 To lead and manage the strategic and operational direction of a specialized discipline within the Group Fusion Centre, ensuring the effective development of the required framework for associated work. This is...