Quality Assurance and Operational Insights Manager

3 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



  • Johannesburg, South Africa Telebest Full time

    Our client has an EE opportunity available for a Quality Assurance Manager based in Selby.Requirements:5 years’ experience in a quality assurance management role.2 years’ experience delivering quality assurance automation programs.2 years’ experience working in an agile run project environment.Proven track record of successful, error free...


  • 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...

  • Quality Assurance

    1 month 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...


  • Johannesburg, South Africa Hire Resolve Full time

    Hire Resolve's client is currently seeking a highly skilled Quality Assurance Manager to join their team. As a Quality Assurance Manager, you will be responsible for ensuring that all products and processes meet the company's high quality standards. You will oversee the quality assurance team and implement effective quality control measures.Requirements...


  • Johannesburg, South Africa Nedbank Full time

    **Job Requisition Details** - REQ#127549- Location: Johannesburg- Closing Date: 20 July 2023- Talent Acquisition: Bongiwe Mchunu- Job Family- Sales And Services - Career Stream- Client Service - Leadership Pipeline- Manage Others **Job Purpose** - Managing the Quality Assurance Programme and processes and leading the quality assurance team within the...


  • Johannesburg, South Africa Tailormade Solution Full time

    The Call Centre Quality Assurance Manager is responsible for ensuring that the highest standards of quality are maintained over all customer-facing activities within the call centre. The Call Centre Quality Assurance Manager will be tasked with developing and implementing processes and procedures to ensure the quality of customer service delivery, as well as...


  • Johannesburg, South Africa Heineken Full time

    **We Go Places! How about you?** Immediate Superior: Anand Gounden Job Grade: 20 Location: Springs Function: Quality Sub Function: Springs Quality Type of Contract: Permanent Reference Number: 96448 Closing Date: 31/10/2023 **ROLES AND RESPONSIBILITIES** **Implement quality assurance systems and management for the region aligned to central **HEINEKEN...


  • Johannesburg, South Africa Sanlam Full time

    What will you do? PURPOSE OF THE ROLE To contribute towards minimised risk in the Distribution Division through leading the delivery of any one of the following capabilities in the Quality Assurance function: Quality Assurance Replacements and Complaints To lead a team of Administrators responsible for checking and verifying adherence to standards, policies,...


  • Johannesburg, South Africa Isilumko Staffing (JHB) Full time

    Are you passionate about ensuring the highest standards of quality in laboratory services? Do you possess the leadership skills and expertise to manage national accreditation and quality assurance schemes? If so, we have an exciting opportunity for you!Key Job Responsibilities:Manage the National Accreditation and Quality Assurance schemes of THE COMPANY to...


  • Johannesburg, South Africa Isilumko Staffing (JHB) Full time

    Are you passionate about ensuring the highest standards of quality in laboratory services? Do you possess the leadership skills and expertise to manage national accreditation and quality assurance schemes? If so, we have an exciting opportunity for you! Key Job Responsibilities: Manage the National Accreditation and Quality Assurance schemes of THE COMPANY...


  • Johannesburg, South Africa Isilumko Staffing Full time

    Are you passionate about ensuring the highest standards of quality in laboratory services? Do you possess the leadership skills and expertise to manage national accreditation and quality assurance schemes? If so, we have an exciting opportunity for you!Key Job Responsibilities:Manage the National Accreditation and Quality Assurance schemes of THE COMPANY to...


  • Johannesburg, 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 Summary **Job...

  • Quality Assurer X2

    1 month ago


    Johannesburg, South Africa Energy at Work Projects Full time

    Quality Assurance Consultant x2 **Description**: The Quality Assurance Consultant / Coach will be required to listen to customer service calls conducted by a team of Funeral Customer Services Consultants. **Purpose of Job**: Perform quality assurance/quality control through monitoring and review of insurance customer service phone calls and...


  • Johannesburg, South Africa MTN Nigeria Full time

    Core purpose of the Manager: IT & Digital Operation Assurance is responsible for assisting in the development, management and assurance of IT, Digital and Financial Services operations. Management and implementing governance of all IT, Digital and Mobile financial services operational matters, across all OPCOs and within all Managed Services vendors. To...


  • Johannesburg, 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...


  • Johannesburg, South Africa ADvTECH Support Office Full time

    **Overall Job Purpose** The purpose of this role is to plan, execute, monitor, develop & document all aspects pertaining to quality assurance and accreditation compliance for Capsicum Culinary Studio. **Core Functions**: - Implementing, developing, reviewing and improving the quality management function aligned to CCS accrediting bodies and partners. -...


  • Johannesburg, 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...


  • Johannesburg, South Africa PPS Recruitment Full time

    **Job Advert Summary**: As the Quality Assurance Analyst, your pivotal role encompasses overseeing the QA function within the PPS Mutual environment, ensuring strict adherence to quality assurance and compliance criteria, as well as actively engaging in claims administration. This multifaceted position is instrumental in facilitating the development and...


  • Johannesburg, 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 Summary To...


  • Johannesburg, South Africa LENOHLAHLA CONSULTING Full time

    JOB DETAILSJob Title Quality Assurance Specialist Job Type Permanent Division Control Functions Department Quality Assurance EE Occupational Levels Level 6: Specialists Location - Town / City Johannesburg Location - Province Gauteng Location - Country South Africa Job Advert Summary Performs complex level proactive (risk) reviews, quality assurance...