Manager - Quality Assurance Commercial Operations SA at MTN

JOB DESCRIPTION
The role is concerned with monitoring and advising on the performance of the quality management system, producing data and reporting on performance, measuring against set standards.

• Improved call centre metrics (FCR, SL, etc.)
• Improved customer flow
• Reduced customer churn
• Improved customer loyalty and customer satisfaction (tNPS, NPS, CSAT)
• Increased customer engagement
• Enhanced staff and outsource business partner productivity

RESPONSIBILITIES
Quality Control

• Conducts regular calibration sessions to ensure the validity and reliability of results
• Conducts regular audits to ensure validity and reliability of results
• Ensures disputes and complaints are effectively managed and tracked

Reporting and Standards

• Reports the highlighted Customer, Business and Compliance performance results to operations and the client/s
• Provides recommendations on the action to be taken in order to improve performance across Customer, Business and Compliance metrics
• Tracks progress made by the Business Unit’s in the implementation of recommended actions
• Develops and delivers reports to meet the Business Unit’s and Client’s requirements
• Identifies, establishes and conducts reporting and analysis on Business Unit interventions, using methodology in line with Merchants best practice and contractual requirements

People  & Culture Management

• Lead and manage direct reports, working with them to support and improve the customer experience
• Attract, develop and retain appropriate talent
• Create and implement personal development plans
• Contribute to building a culture  of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Improve the Employee Engagement Index through valuable contributions of the GCA
• Act as an ambassador for the CX team by living the Brand values and vital behaviours
• Make the environment the best place to work
• Manage Employment Equity and diversity
• Coach and guide subordinates
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Display insight into leadership style and how it impacts on performance positively and negatively

QUALIFICATIONS

• 3 year Degree / Diploma in Commerce (Marketing / Communication) or related