Senior Quality Assessor

2 weeks ago


Midrand, Gauteng, South Africa Vodafone Full time

Role purpose:

To measure service delivery quality within all customer interaction touch-points against service quality standards and recommend methods of improvement.

Your responsibilities will include:

Ensure adherence of agent handled customer interactions to the agreed quality standards for all interactions.

Ensure that the qualitative and quantitative evaluation of the customer interactions across assigned customer touchpoints is assessed to ensure that the business KPI's are achieved.

Provide accurate oral and written feedback and coaching assistance to the business operational environment to ensure that FCR and NPS targets are achieved.

Identify, recommend and support training & coaching interventions to improve Quality failures across customer interaction touchpoints.
Identify, recommend and support Process and System improvements to improve Quality failures across customer interaction touchpoints.

Identify, recommend and support Knowledge Management content integration process to ensure that service delivery agents are well equipped to deliver superior service.

Identify and escalate business failures by coordinating and liaising with priority stakeholders.
Accurately monitor the work of others: spotting errors, suggesting improvements and identifying quality issues across the team.
Conduct call traces, call monitoring, agent performance trend analysis, process and system trend analysis to improve quality service delivery.
To uphold ISO 9001/ 9002 standards of Customer satisfaction.

Must have technical / professional qualifications:
Matric/Grade 12 (Essential)
Quality Management Qualification or related Qualification + 3-5 years experience

OR
Matric + 8 or more years' experience
Assessor Accreditation certifications (highly advantageous)

Experience:

A Minimum 2 years' experience in Customer Care environment (essential)
Experience in a quantitative or qualitative analysis environment (desirable).
A minimum of 1 year of experience in Quality Assessor function (essential)

Core competencies, knowledge and experience:

Job Knowledge:

Telecommunications Industry Knowledge
Service Industry Quality Methodologies
Quality Management Systems Knowledge
Fundamentals of Quality Assurance
Knowledge of Contact Centre Procedures (Voice and Digital)
PC Knowledge (MS Office, Excel advanced)

Job Related Skills:

Qualitative and Quantitative Analysis
Problem Identification & Solving
Quality Evaluation and Assessment
Coaching for Performance
Stakeholder Engagement & Interpersonal Skills
Effective Written and Verbal Communication
Assertiveness & Decision Making
Negotiation & Conflict Management
Attention to detail and accuracy
Time Management
Stress management
Computer Proficiency in Microsoft Applications

Closing date for Applications
:30 June 2023.
The base location for this role is,
Midrand, Vodacom Campus.
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.

  • Midrand, Gauteng, South Africa nepoworx Full time

    Position: EWSETA/MERSETA Accredited AssessorLocation: Riversands Outlet ParkReports to: Training ManagerJob Summary: The Assessor is responsible for evaluating the skills and knowledge of learners in the electrical training program, ensuring they meet the standards set by EWSETA/MERSETA. The role involves planning and conducting assessments, providing...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:To measure service delivery quality within all customer interaction touch-points against service quality standards and recommend methods of improvement.Your responsibilities will include:Ensure adherence of agent handled customer interactions to the agreed quality standards for all interactions.Ensure that the qualitative and quantitative...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:To measure service delivery quality within all customer interaction touch-points against service quality standards and recommend methods of improvement.Your responsibilities will include:Ensure adherence of agent handled customer interactions to the agreed quality standards for all interactions.Ensure that the qualitative and quantitative...


  • Midrand, Gauteng, South Africa DSM Full time

    Job title – Senior Quality Specialist Location – Midrand, South Africa Job model – On Site/Hybrid DSM-Firmenich are recruiting a Senior Quality Specialist who is responsible for independently supporting the site team to achieve quality performance and compliance within a key strategic site within dsm-firmenich. At dsm-firmenich, being a...


  • Midrand, Gauteng, South Africa Midland Primary and High School Full time

    The role of Senior / FET Phase ENGLISH Educator has become available based in MidrandAim To engage in class teaching, including the academic, administrative, educational and disciplinary aspects and to organize extra and co-curricular activities so as to ensure that the education of the learners is promoted in a proper manner.Core Duties and Responsibilities...


  • Midrand, Gauteng, South Africa Midland Primary and High School Full time

    The role of Senior / FET Phase ENGLISH Educator has become available based in MidrandAim To engage in class teaching, including the academic, administrative, educational and disciplinary aspects and to organize extra and co-curricular activities so as to ensure that the education of the learners is promoted in a proper manner.Core Duties and Responsibilities...


  • Midrand, Gauteng, South Africa Servest Careers Full time

    Job Context:Servest Office Services, a division of Servest Pty (Ltd) has an exciting opportunity for a Senior Contracts Quality Controller. The main function of this role is to ensure that contracts are of the quality standards and that they are loaded onto the system properly and assist with all queries in the absence of the Commercial Contract Manager.Its...


  • Midrand, Gauteng, South Africa Coca-Cola Beverages Africa Full time

    To manage and maintain compliance to Quality and Food Safety systems in the relevant plant to ensure Product Quality from receipt of raw materials to final product production The role involves supervision and engagement with the Quality Assurance Technician, Team Leaders, Unit Mangers, Senior Site Management, Machine operators and shop-floor personnel and...


  • Midrand, Gauteng, South Africa Construction Education & Training Authority Full time

    Responsibilities: Develop the Qualifications and accreditation frameworks and strategy in consultation with the Executive Manager. Ensure the establishment, maintenance and improvement of Standard Operating Procedures, policies, and guidelines relating to the Qualifications and Accreditation business unit in consultation with the heads of all other business...


  • Midrand, Gauteng, South Africa Advanced Projects and People Full time

    IntroductionThe main purpose of the role is to assist the Quality department in to recommending, implementing, and monitoring preventative and corrective actions to ensure that quality standards with the Service Desk environment is achieved.Duties & Responsibilities Setting coaching and remediation sessions between the Service Desk Consultants and the Senior...


  • Midrand, Gauteng, South Africa McCormick & Company Full time

    Plant Quality Assurance ManagerSouth Africa - Midrand MAIN RESPONSIBILITIES Managing the Performance and Development of the Site Quality Team at McCormick South Africa. Leading the incident management process and provide training and coaching at site level. Holding accountability for all Quality and Food Safety programs within the plant. Being responsible...


  • Midrand, Gauteng, South Africa McCormick & Company Full time

    Plant Quality Assurance ManagerSouth Africa - Midrand MAIN RESPONSIBILITIES Managing the Performance and Development of the Site Quality Team at McCormick South Africa. Leading the incident management process and provide training and coaching at site level. Holding accountability for all Quality and Food Safety programs within the plant. Being responsible...


  • Midrand, Gauteng, South Africa McCormick & Company Full time

    Plant Quality Assurance ManagerSouth Africa - MidrandMAIN RESPONSIBILITIES Managing the Performance and Development of the Site Quality Team at McCormick South Africa. Leading the incident management process and provide training and coaching at site level. Holding accountability for all Quality and Food Safety programs within the plant. Being responsible for...


  • Midrand, Gauteng, South Africa McCormick & Company Full time

    Plant Quality Assurance Manager Date: 19 Jan 2024 Location: MIDRAND, GT, ZA, 1683 Company: McCormick & Company Plant Quality Assurance Manager South Africa - Midrand MAIN RESPONSIBILITIES Managing the Performance and Development of the Site Quality Team at McCormick South Africa. Leading the incident management process and provide...

  • Claims Assessor

    2 weeks ago


    Midrand, Gauteng, South Africa UT Information Technologies & Greenro Solutions Full time

    Job PurposeTo obtain all the necessary information on claims for the process of completing processing.1 Year Project Contract renewable based on PerformanceQualifications Grade 1 A + and N+ (Compulsory):ITILTelephone Etiquette skills Drivers Licence & Own Car (Compulsory)Experience1-2 years experience in a similar environmentFunctions Accountable for own...


  • Midrand, Gauteng, South Africa Full Circle Resourcing Full time

    Our client requires the services of a Quality Parts Manager (Senior)Amazing brand with cutting edge technologyExcellent teams in Global team collaborationHigh work-life balance with Flexible hoursAgile working environmentPOSITION: Contract until June 2025COMMENCEMENT: As soon as possibleQUALIFICATIONS/EXPERIENCESouth African citizens/residents are...


  • Midrand, Gauteng, South Africa NEOC Digital Full time

    Our client is looking for a Quality Assurance Pharmacist with the responsibility to oversee all key elements of the Quality Management System (QMS) and monitor its effectiveness. The role ensures quality standards and current procedures meet regulations for GxP. The QA Pharmacist coordinates and liaise with other Departments to ensure a strong Quality...


  • Midrand, Gauteng, South Africa RNB Placements Full time

    Our client, Pharmaceutical Manufacturing concern, has a role for a QA Pharmacist to join their team.Purpose of position:Implement and maintain all elements needed to ensure compliance with Quality Assurance principles and systems as per regulatory, cGMP, Pharmaceutical Industry Guidelines, ISO 9000, FKSA and Global requirements, as applicable.Key...


  • Midrand, Gauteng, South Africa Advanced Projects and People Full time

    The main purpose of the role is to recommend, implement, and monitor preventative and corrective actions to ensure that quality standards with the Service Desk environment is achieved.Duties and ResponsibilitiesThe Junior Service Desk Quality Analyst will be required to execute the following duties and responsibilities, but not limited to the below....


  • Midrand, Gauteng, South Africa Kontak Recruitment SA Full time

    Midrand, Gauteng - Science/ResearchSenior Laboratory Analyst (JB3506)Midrand, GautengR to R a monthDuration: PermanentA ISO 17025 Accredited Chemistry Laboratory in Midrand is looking for a Senior Laboratory Assistant to join their Team. This position is responsible for the overall supervision of the Chemistry Laboratory's quality Assurance ensuring strict...