GTW Quality Assurance Specialist at DHL

Key responsibilities;

Quality Management:

• To integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customer needs. To implement ISO standards and DHL’s policies and procedures at all times. To ensure awareness of and adherence to all required policies and procedures with the team.
• To ensure their scope of work aligns to Center Of Excellence Guidelines, ensuring a fully compliant Center of Excellence at all times.
• Evaluate Calls as per agreed ratio and method, within turnaround time.
• Conduct root-cause analysis and constant source elimination to ensure standard of quality is consistently being met.
• Coach supervisors to effectively coach agents on service gaps identified and how to close them. Develop & implement a quality monitoring programme to be used for service monitoring within the Customs Affairs team.
• Champion Quality of Work Life through recommendations on Total Quality Management and people development.
• Conduct quality and coaching workshops as regularly as required.
• Drive and ensure adherence to processes implemented in accordance with best practices in the field of QA and Coaching.
• Conduct calibration sessions according to agreed targets, with supervisors, to ensure consistency in the understanding and measurement of quality.
• Ensure that policies and procedures are up to date, accurate and easily accessible to all relevant parties. Provide coaching service to team leaders in your portfolio to ensure that QA gaps identified are addressed by TL and followed through.
• Maintain, co-ordinate and improve the effectiveness of Global SOP to meet all required standards and ensure quality of 'Quality Service' for our customers.
• Provide specialist Ops expertise, support and leadership to Country operations in the resolution of process, systems and service performance issues including the introduction of improved work practices.
• Support clearance operations to prepare for internal and external audits (Global). Ensure that the requirements of Global SOP are understood and met and staff comply with these requirements as well as own work instructions / processes.

Portfolio Management

• Conduct monthly meetings with departmental Supervisors in your portfolio to discuss trends in the business unit.
• Provide a support structure for the team leaders in areas of coaching where they struggle to achieve results. Liaise consistently with training to ensure gaps are addressed.

Analysis and reporting

• Analyse trends and deliver comprehensive reports to all stake holders within expected delivery time. Analyse, compile and present reports on a weekly and monthly basis, including quality scores.

Training and Support;

• Provide support structure to the Customs Affairs trainer by feeding back Customs Affairs performance trends and identifying quality gaps.
• Take charge of Training in the absence of the Customs Affairs Trainer.
• Working closely with the Trainer in developing Training needs analysis for CA.
• Conduct and co-ordinate CA induction training.
• Arrange and conduct training courses as required by the CA Department, ensuring that staff is sufficiently educated to perform their duties professionally and effectively.
• Ensure that all training scheduled, is done in such a way that it does not interfere with the departments service levels.
• In the event that a course is run by an External Supplier or the Training Department, the Trainer/ Quality Assurance coordinator is to liaise with the relevant department and ensure that all the correct procedures are followed to enroll the learner on the course.

Minimum Requirements:

Education & experience;

• Matric
• 3 years’ experience within DHL in the area of Quality Assurance will be advantageous
• Ability to train and analyze data
• Previous DHL Customs Operations and Systems Management knowledge
• Good Knowledge of CA Policies and Procedures
• PC Literate (Excel, Word, Power point)