Customer Service QA & Training Manager at Shoprite Group of Companies

Purpose of the Job

As the Shoprite Group expands both its traditional supermarket and digital commerce online services across brands, the Customer Contact Centre (CCC) is a key customer experience differentiator for the Group. The purpose of the Customer Service QA & Training Manager role is to co-design, develop and deliver robust customer quality assurance frameworks, processes, and guidelines for customer care agents. The role works very closely with our Customer Service Manager and other cross-functional teams to create learning content and collateral, coaching methodologies and other service boosters that supports new and existing customer care agents and respond efficiently and effectively to any service areas that require immediate and ongoing improvement, as identified through quality assurance observations, data insights and other performance analysis sources. Even when things go wrong, this role empowers our agents to provide our customers with a speedy and appropriate resolution to make things right! The role reports to the Senior Contact Centre Operations Manager and oversees operational quality assurance and training with a team of Customer Service QA Specialists and Customer Service Training Facilitators. As an integral part of the Customer Service operation, these team members often need to observe, coach or role model the intended customer interaction behaviours, the correct system use or process approach. To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.

Job Advert Details

Job Category

Customer Service

Job Objectives

• Customer Centric Delivery
• Together with the Customer Services team and other stakeholders, define, design, develop, and deliver Service 
• Excellence frameworks and metrics that enable accurate performance assessments that quantify customer 
• satisfaction and support the identification of areas for remedial action or improvement.
• Develop and execute quality assurance frameworks, processes, and guidelines – make content practical and accessible.
• Oversee the development and implementation of quality programs, monitoring, and reporting
• Develop, execute, and measure the quality improvement strategies
• Perform quality assurance reviews against the service excellence processes and metrics to identify gaps for remedial action or improvement.
• People (Self, Team & Organisational)
• Aligning with the Shoprite Group values and leadership behaviours.
• Focus efforts on the Customer Service QA Specialists and Customer Service Training Facilitators to enable them to take ownership of their responsibilities to the Customer Services team and other stakeholders.
• Leading and developing the QA and Training team to deliver evolving services to our customers against set KPI’s and service standards and taking responsibility for learning and development initiatives across the team.
• Financial, Reporting, and BI 
• Supporting with developing financial objectives by providing cost estimates and budget inputs. 
• Managing where applicable the QA and Training team’s operational costs and budget.
• Providing and sharing relevant insights to shape customer service agent experiences with systems, processes, and content and respond to their preferences.
• Together with other stakeholders, support the preparation of performance reports, and report daily/weekly/monthly on the various QA performance levels, activities, and focus areas underway in the team –number of training interventions, etc. 
• Governance & Compliance 
• Ensuring that the QA and Training team complies with relevant regulations (people, customers, etc.) and organisational governance frameworks and standards. 
• Support with the operational implementation (where relevant): structures, policies, processes, procedures, and frameworks as aligned with organisational and team requirements.
• Ongoing participation in the identification and mitigation of risks related to QA and Training team delivery team – and where relevant, in the broader Customer Contact Centre context.
• Future-Fit 
• Providing inputs and writing resource motivations with supporting information to ensure that the QA and Training team is appropriately structured and resourced to deliver on its mandate with the right people in the right roles with the right capabilities at the right time. 
• Providing inputs and ideas re: technology requirements to enable a seamless customer experience. 
• Operationally overseeing the QA and Training team integration with other functional areas across the Group. 
• Managing strong foundations on which to build the continuous development, improvement, efficiency, and success including an environment that fosters innovation and delivery. Ensuring that the Shoprite Group remains contemporary in customer services - QA and Training practices.

Qualifications

• Relevant Diploma, degree or equivalent - (essential)
• Relevant Courses or Certifications in Quality Assurance, Learning & Development, or equivalent experience (highly advantageous)

Experience

• +3 years’ experience in a customer interfacing capacity within a Customer Service Centre, Contact Centre, or equivalent role, managing the design, development, and delivery of quality assurance and learning solution frameworks, policies, procedures, and guidelines - (essential).
• A proven track record of managing quality assurance and related activities in a contact centre environment - demonstrating knowledge of trending best practices relating to quality assurance - (essential).
• Knowledge and Skills
• Demonstrable knowledge of customer services practices within the FMCG, and retail sector, understanding of quality assurance, performance evaluation, and performance improvement interventions - (essential).
• Exposure to statutory requirements, applying and monitoring relevant laws, regulations, and best practices as they relate to customers - (essential).
• Exposure to evolving technologies and future-orientated opportunities on Contact Centres, social media, bots, etc and the role the quality assurance function plays in supporting process development - (highly advantageous).