MANAGER: QUALITY IMPROVEMENT at Woolworths

To define, implement and manage the quality assurance and complaints management processes across operations in order to meet business requirements. This includes managing the development and implementation of risk, process and call quality audits as well as root cause analysis practices within complaints processes as these relate to the customer first journey represented through the customer experience standards.

KEY RESPONSIBILITIES:

• Risk Management
• Develop Business Unit Strategies
• Execute Business Unit Strategies
• Create synergies
• Analysis and reporting
• Continuous improvement
• Staff and talent management

KEY COMPETENCIES

FUNCTIONAL COMPETENCIES

• Knowledge of Contact Centre processes
• Knowledge of Operational and support areas processes
• Strong knowledge of Woolworths Financial Services products

TECHNICAL COMPETENCIES

• Industry and market knowledge
• Risk Management
• Business Plan Operationalisation/ Execution
• Data Management
• Embedding Continuous Process Improvement (CPI)

BEHAVIORAL COMPETENCIES

• Strategic Perspective
• Business Acumen
• Analytical Thinking
• Results Orientation
• Generating Solutions
• Drives Execution
• Stakeholder Management
• Change Orientation

MINIMUM QUALIFICATION

• A relevant Business/Commercial degree

EXPERIENCE REQUIRED

• 5 -10 years relevant experience with proven track record in the Financial Services industry, including experience in Credit Risk, Processing and Retail Service environments
• Development and execution of quality assurance that benchmark favourably in the industry
• Strategic and Operational experience in leading specialists in an operational environment