Quality Assurance and Operational Insights Manager

2 weeks ago

Johannesburg, 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 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.).

**Minimum requirements**:

- 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.

**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 and Operational Insights Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Tracker South Africa Full time

    Listing reference: track_001037Listing status: OnlinePosition summary:Industry:IT & InternetJob category:Customer ServiceLocation:GautengContract:PermanentRemuneration:Market RelatedEE position:YesIntroduction:Tracker requires the services of a Quality Assurance and Operational Insights Manager in the Customer Service (CX) Improvement Centre situated at the...

  • 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

    4 weeks ago

    Johannesburg, South Africa One Source Direct Full time

    Quality Assurance Agent Needed Our 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

    1 week ago

    Johannesburg, 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...

  • 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...

  • Quality Assurance Manager

    4 weeks ago

    Johannesburg, South Africa Quantanite Full time

    **Purpose of Role**: The Quality Assurance Manager assures consistent quality of operations by developing and enforcing good, automated business practice systems, validating processes, providing documentation and managing staff. The goal is to assure the high quality of operations and services aiming for the long-term success of the...

  • 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...

  • Academic Quality Assurance Officer

    4 weeks ago

    Johannesburg, South Africa Educor Full time

    **Academic Quality Assurance Officer (JB4108)**: Randburg, Johannesburg, Gauteng - Education **Academic Quality Assurance Officer (JB4108)** **Randburg** **Market Related** The Quality Assurance Officer is entrusted with championing the highest standards of educational excellence, aligning with national quality assurance frameworks. This role is integral...

  • 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

    3 weeks ago

    Johannesburg, South Africa Afro Miaki Group Full time

    Technology Strategy & Innovation Assist in defining and drives the execution of the Quality Assurance Strategy. Setup and define the Quality regulations for products, services, processes and people orientated solutions within the company. Application of creative and analytical methods to design and enforce quality controls in order to maintain both the...

  • Principal Quality Assurance

    3 weeks ago

    Johannesburg, South Africa De Beers Group of Companies Full time

    Company Description - We’re re-imagining 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...

  • Principal Quality Assurance

    3 weeks ago

    Johannesburg, South Africa De Beers Group of Companies Full time

    Company Description - We’re re-imagining 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...

  • Quality Assurance

    3 weeks ago

    Johannesburg, South Africa Quantanite Full time

    Quantanite is looking for a Quality Assurance individual to assist in championing the need for continuous improvement by analyzing data and measuring and driving high performance, through Quality initiatives, report on the Quantanite quality Standards and performance data to operations and evaluate contact centre agent quality in line with the Quantanite...

  • Accreditation and Quality Assurance

    4 weeks ago

    Johannesburg, 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...

  • 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

    3 weeks ago

    Johannesburg, South Africa Adcorp Holdings Full time

    **Synopsis** Our client is in search of a talented and dedicated **Quality Assurance Professional** to join their team. If you are passionate about maintaining the highest standards of quality and ensuring compliance with industry regulations, we want to hear from you! **Qualification and Experience** - Must possess a suitable tertiary qualification in...