Quality Assurance and Operational Insights Manager at Tracker Connect (Pty) Ltd

• The role strives to manage and advance the Customer Experience (CX), Quality Assurance (QA) and Workforce Management (WFM) functions for Tracker’s Contact Centres.

Job description

• Develop and maintain QA processes and compliance standards for all Contact Centre departments and functions.
• Manage and develop a team of Quality Assessors, Resource Planners and Analysts to drive quality, efficiency, and an enhanced customer experience, to deliver Tracker’s business goals and objectives internally, and with external partners.
• Drive root cause analyses, establish best practices and drive corrective action plans.
• Implement customer satisfaction surveys and ‘Voice of the Customer’ to measure and derive insights to drive customer experience across all touchpoints, products, and processes.
• Explore opportunities for business improvement and drive the implementation of self-help, dashboards, reports, and key automation projects across the Customer Experience Department to solve key business challenges and improve the entire customer experience value chain.
• Assist in the analysis of workforce management outputs across the front and back-office functions to drive efficiencies.
• Manage the departmental budget and costs.
• Manage staff according to company standards, to deliver a high-performance culture, and to drive CX expectations (appraisals, discipline, development, training, etc.).

Minimum requirements

• National Diploma in Customer Service Management or a related field NQF 6.
• Desirable: Relevant B Com Degree in the fields of Business Management, Leadership, Marketing etc., NQF 7.
• Minimum of 8 years’ work experience within a Contact Centre Operations environment, including 3 years management experience.
• Experience in developing and maintaining data analytics models for the express purpose of providing value adding insights for business leaders and business decisions.
• Advantageous: Good understanding and exposure to Workforce Management principles and practices.

Required Competencies:

• Strategic thinking and execution.
• Sound communication skills at all levels as well as facilitation and presentation skills.
• High degree of Emotional Intelligence with strong leadership attributes to motivate and achieve success through people.
• High acumen to plan, organise and control.
• Innovative and analytical.
• Ability to work under pressure.
• Change management skills.