Administrator: Quality Assurance at Liberty Group South Africa

Purpose

To perform quality assurance administrative duties, through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Minimum Experience

• 1 - 2 years experience in a similar environment

Minimum Qualifications

• Higher Diplomas [NQF Level 06] in Office Administration

Outputs

Process

• Keep accurate and up to date records of information relating to own work area in line with standard operating procedures and performance criteria.
• Minimise errors by checking that transactions are processed correctly and inform relevant parties of errors to prevent errors from re-occurring.
• Contribute to and assist in the continuous improvement of the quality management process in order to improve service delivery are minimise errors.
• Generate a variety of documents and where necessary produce reports according to set standards and prescribed guidelines.
• Conduct regular quality assurance in area of accountability, to identify trends to ensure improved consistent delivery, relevance and accuracy.
• Ensure customer satisfaction with regard to the quality of operational support provided.
• Identify and address customer needs by providing a variety of related services, to enhance satisfaction and retention.
• Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
• Proactively identify problems, apply known solutions and escalate more difficult problems.
• Plan for task execution and adjust priorities against an established plan.

Customer

• Ensure customer satisfaction with regard to the quality of operational support provided by a team under supervision.
• Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth

• Integrate new knowledge attained through formal and informal learning opportunities and apply in the execution of own role.
• Contribute positively to own area-specific knowledge improvement.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

Competencies

Technical Competencies

• Continuous Process Improvement (Intermediate)
• Quality control (Intermediate)
• Reporting and Interpretation (Intermediate)
• Standard operating procedure compliance (Intermediate)
• Operations Management (Basic)
• Customer Relationship Management (Basic)

Behavioural Competencies

• Analytical Thinking (Intermediate)
• Organisation and Attention to Detail (Basic)
• Interpersonal Effectiveness (Basic)
• Problem Solving and Analysis (Basic)
• Teamwork and Cooperation (Basic)
• Customer service orientation (Basic)
• Communicating with Impact (Basic)
• Customer Orientation (Basic)