Customer Service Quality Assurance Manager

1 month ago


Johannesburg, Gauteng, South Africa Parcelvision Full time
Job Description

We are seeking an experienced Quality Control Manager to lead and oversee our quality assurance processes. As a broker, we partner with leading courier services to offer our customers the best possible delivery options.

Key Responsibilities
  • Quality Standards: Develop, implement, and maintain quality standards for customer service interactions.
  • Monitoring and Auditing: Conduct regular audits of customer service interactions to ensure compliance with set standards and identify areas for improvement.
  • Training and Development: Design and deliver training programs to improve the quality of service and ensure customer service agents understand policies, procedures, and performance expectations.
  • Process Improvement: Identify inefficiencies or quality issues in service delivery and collaborate with the Customer Service Manager to implement process improvements.
  • Compliance Management: Ensure the customer service department adheres to legal and regulatory requirements.
  • Reporting: Provide regular reports on quality metrics, including agent performance, compliance rates, and customer satisfaction related to service quality.
  • Root Cause Analysis: Investigate recurring service issues and work with relevant teams to resolve underlying problems.
Requirements
  • Education: Bachelor's degree in business administration, operations management, quality assurance, or a related field.
  • Experience: Minimum of 3-5 years of experience in a quality control management role, preferably in a parcel delivery setting.
  • Certifications: Quality management certifications are a plus.
  • Technical Skills: Proficiency in customer service software and experience with parcel tracking systems.
  • Attention to Detail: Meticulous in monitoring service performance and ensuring accuracy in problem resolution and customer follow-up.
  • Leadership: Strong leadership skills with the ability to inspire and develop a team of customer service agents and quality monitors.
  • Customer-Centric Approach: A deep understanding of customer service best practices, with a focus on delivering an outstanding after-sales experience.
  • Communication Skills: Excellent verbal and written communication skills and fluent English.
What We Offer
  • A collaborative and dynamic work environment.
  • Opportunities for career growth within a fast-growing company.
  • Competitive salary with performance-related bonuses.
  • 20 days holiday per year (plus bank holidays)
  • A paid day off on your birthday


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