Performance + Assurance Lead
2 weeks ago
Performance Plus (‘P+”) is the single greatest change to our operating culture since Quantanite was
formed. We need PPALs - people to help check the output completed by our Team Leaders, Contact
Centre Managers, and Operations Managers as part of P+. PPALs are the final arbiters of service
assurance in P+, providing advice to operational leaders to compliment their work in validating the
value we add each day.
**Requirements**:
Not everyone will have what it takes to do well in this role. To be seriously considered, we’re
looking for the following:
- High personal reliability.
- Report writing skills
- Diligence and thoroughness, an eye for detail.
- Fairness, transparency, and honesty.
- A demonstrably robust understanding of operational practice in either Dhaka or
Johannesburg SDC.
- Energized, determined, high personal achievement orientation.
- An advocate for change, service assurance, and people development.
- Discreet and confidential; the job holder will come into contact with a significant degree of
personal and collective data which must not be socialized.
- An ability to identify and express insight into the data, report trends, and highlight areas of
opportunity and risk.
- A self-starter and capable of working with limited direction.
- This role requires the job holder to conduct all working hours on site.
- The job holder will need flexibility in their hours and days of work to mirror shifts being
undertaken in the trial team. For this reason, a very small degree of weekend and/or
working during unsociable hours may be required. The job holder is not expected to work
more than their contracted hours each week, however.
- Good communication skills and comfortable engaging with senior stakeholders.
- Reasonable personal resilience; must be comfortable in supporting and validating
challenges to their assessments, which should be founded on evidence at all times.
**Responsibilities**
Your work will directly contribute to us achieving our long term ambitions. Your key responsibilities
will include:
- Reviewing the Daily Packs completed by each Team Leader and assessed by each CCM/OM.
- Using a guidesheet and a scorecard, you will check for:
- Schedule adherence: How well did the TL work their plan, and did the OM or CCM
score this correctly?
- Investment Target: Did the TL meet their target of 70% of paid investment time?
- Document adherence: For every investment action, was there a corresponding
submission of evidence? I.e., for coaching, was a coaching form submitted?
- Completion adherence: For each form submitted, was it fully completed?
- You will assess the quality of the content completed with the COO or the Director
of Compliance, and share feedback with the CCM and OM.
- You will be a Subject Matter Expert, sharing advice with people directly involved with P+.
- You will record scores and update dashboards intended for wider circulation.
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