Quality Assurance Team Leader

Location: Cape Town

Job Purpose:

To ensure that customer focus, quality standards including, processes, policies and procedures of the contact centre are upheld to maintain customer centricity across all communications channels.

Who You Are:

• You have a reputation for accuracy and attention to detail.
• You have built reports that provide valuable business insights.
• You are innovative and solution driven.
• You have excellent communication and interpersonal skills with exceptional stakeholder engagement skills.

What you’ll have done before:

Baseline:

• NQF Level 6 (Diploma in Call Centre Management or relevant qualification)
• 3 years’ CSC Quality Assurance experience
• Supervisory experience
• Strong computer skills including proficiency in MS Office suite, particularly Advanced Microsoft Excel

Exciting Challenges you might face in the role

• Leading and managing the Quality Assurance team to ensure that the organization’s quality standards are achieved.
• Conducting QA audits to identify areas for improvement and apply corrective measures.
• Collaborating with cross-functional teams to identify and resolve quality issues.

What you’ll be doing:

QUALITY ASSURANCE

• Provides advice and guidance on compliance issues
• Monitors the results of implemented corrective action
• Ensures operational benchmarks are established, communicated and consistently applied
• Directs and manages risk compliance issues
• Develops and maintains a quality management system
• Reviews CSC business processes at agreed intervals to ensure applicability
• Analyses benchmarking information to ensure relevance
• Monitors effectiveness of intervention by identifying measurements criteria and timelines
• Implement efficiency improvements within the Quality Assurance environment using relevant automation tools.

REPORTING AND ANALYSIS

• Analyses data contained in various reports and makes recommendations.
• Conducts internal quality audits against set operational benchmarks
• Reviews audit reports including trends and individual \ team performance
• Conducts root cause analysis on incident reporting according to established methodologies
• Review customer satisfaction feedback and identify training or process gaps
• Prepares monthly trend analysis reports for the whole of CSC

STAKEHOLDER MANAGEMENT/ENGAGEMENT

• Establishes and maintains cross functional collaboration
• Develops internal and external stakeholder networks
• Manages stakeholder expectations
• Consults and interacts with key internal and external stakeholders to improve customer service delivery.
• Conduct calibration sessions between the QA evaluators and Team Leaders to ensure efficient and effective communication of customer wants and needs.
  
  

PEOPLE MANAGEMENT

• Maintains employee relations.
• Manages employee performance.
• Trains, mentors and coaches subordinates.
• Develops a challenging and rewarding working environment.
• Identifies motivational drivers of staff.

Job Advert Closing Date:  All job adverts close five days after date posted

Engen’s approved Employment Equity plans and targets will be considered as part of the recruitment process.

We welcome applications from people with disabilities. Let us know how we can accommodate you to participate in the recruitment process.

Important Information:

1. The appointment will be made in line with Engen's Employment Equity Strategy.
2. All applications must be submitted to the contact person/ numbers provided & in the manner requested.
3. If  not submitted by the closing date, your application will automatically not be considered.
4. Engen does not guarantee that you will be called for an interview or appointed by virtue of your application.
5. Engen reserves the right not to make an appointment.