Customer Service Quality Assurance Manager

4 weeks ago


Johannesburg, Gauteng, South Africa Parcelvision Full time
Job Description

Parcelvision is seeking a seasoned Quality Control Manager to oversee our customer service quality assurance processes. As a key member of our team, you will be responsible for developing and implementing quality standards, monitoring and auditing customer service interactions, and providing training and development programs to improve service quality.

Key Responsibilities
  • Quality Standards: Develop and maintain quality standards for customer service interactions, ensuring timely and effective issue resolution.
  • 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.
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 (e.g., Six Sigma, Lean) are a plus.
  • Technical Skills: Proficiency in customer service software and experience with parcel tracking systems.
  • 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.
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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