Verification Supervisor F2f

2 weeks ago


Johannesburg, Gauteng, South Africa Tailormade Solution Full time

OVERVIEW:

The Verification Supervisor is responsible for building, training and maintaining a team of outsourced verification resources.

The Verification Supervisor manages all aspects of quality assurance related to the Face-to-Face work, including audio, video deliverables, reporting and other F2F QC Checks.

This person is responsible for capacity and resource planning of all verification resources to ensure that all work is completed by deadline, as well as providing daily status to the rest of the team.

The Verification Supervisor ensures consistent, quality outputs by the Verification Team. The Verification Supervisor prepares payment for the verification resources.

Operations

  • Set up and document team process, maintain process document.
  • Review and approve QC document.
  • Ensure a QC brief document is received per project.
  • Review the QC brief document to ensure it is comprehensive and clear to successfully brief the QC team on the project.
  • Quality check work
  • Ensure sufficient resource is organised to cover all the current projects within the timeframe required for each.
  • Ensure all the resource is briefed on the relevant projects.
  • QC as per the QC brief.
  • QC within the timeframe required.
  • QC as per standard quality checking process.
  • Complete shopper grading
  • Ensure resource works productively.
  • Quality check shopper work.
  • Check a defined percentage by project of each resource's work.
  • Provide feedback on performance to resources.
  • Ensure there is sufficient improvement in QC work.
  • Inform Field Manager and Field Coordinators of failed sites.
  • Within 24 hours of it being picked up
  • Manage queries with Field department through to resolution.
  • Send queries directly back Field Department.
  • Export checked sites with no queries.
  • Communicate what is ready for client.
  • Quality check:
  • As checking happens, indicate it on the status document.

People Management

  • Review resourcing required for Verification Team
  • Manage resourcing for Verification Team
  • Ensure all contracts and paperwork is in place as per requirements.
  • Set up training material for the Verification Team
  • Train Verification Team
  • Ensure quality delivery by Verification Team
  • Ensure timesheets are completed and signed off daily.
  • Prepare payment input monthly.

Collaboration

  • Works closely with the Mystery Shopping team
  • Attends relevant project and process meetings and complete action items.
  • Set up and maintain a status document daily per project
  • Communicate status to Ops Manager and Research as requested
  • Provides input and feedback during and after the project brief to ensure the best verification processes are followed and successful project execution

Compliance
- iTime

  • ISO
  • IGQS

Qualification and Experience

  • Matric as a minimum
  • Minimum 2 years' experience in quality assurance
  • Minimum Intermediate level of experience in Excel

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