Quality Control Expert Leader

3 weeks ago


Johannesburg, Gauteng, South Africa Parcelvision Full time
Job Description

We are seeking an experienced Quality Control Expert Leader to lead and oversee our quality assurance processes at Parcelvision.

Key Responsibilities
  • Develop and Implement Quality Standards: Establish and maintain quality standards for customer service interactions, ensuring timely and effective issue resolution by phone, chat, and email.
  • 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 (e.g., data protection, GDPR).
  • Reporting: Provide regular reports on quality metrics, including agent performance, compliance rates, and customer satisfaction related to service quality.
Requirements
  • 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 (e.g., Six Sigma, Lean) are a plus.
  • Technical Skills: Proficiency in customer service software (e.g., Zendesk, Salesforce) and experience with parcel tracking systems.
Benefits
  • A collaborative and dynamic work environment.
  • Opportunities for career growth within a fast-growing company.
  • Competitive salary £45,000 per year with performance-related bonuses.
  • 20 days holiday per year (plus bank holidays)
  • A paid day off on your birthday


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