Quality Assurance Specialist at DHL

• Step into a role were quality drives excellence. As a Quality Assurance Specialist, you’ll play a critical role in ensuring world-class customer service by embedding quality standards into every interaction. You’ll help shape performance through coaching, insights, and continuous improvement—ultimately enabling first-time resolution and exceptional customer satisfaction.

What You’ll Own

Quality Assurance & Compliance

• Implement ISO standards and DHL policies; ensure team awareness and adherence. 
• Ensure adherence to Centre of Excellence Guidelines and GRBP.  
• Conduct call evaluations as per agreed ratio and turnaround time. 
• Perform root-cause analysis to eliminate recurring issues and maintain quality standards. 
• Drive adherence to QA and coaching processes aligned with best practices. 
• Support with quartley COE audits 
• Conduct calibration sessions with supervisors to ensure consistency in quality measurement. 
• Maintain accurate and up-to-date policies, procedures, and working instructions. 

Coaching & Development 

• Coach supervisors and team leaders on service gaps and effective coaching techniques. 
• Conduct quality and coaching workshops as required. 
• Document meetings, action plans, and coaching sessions. 
• Provide feedback on supervisors’ coaching skills and follow through on action plans. 
• Perform one-on-one coaching sessions using remote and side-by-side call assessments. 
• Champion Quality of Work Life through Total Quality Management and people development initiatives. 

Training Support 

• Collaborate with CS Training Manager to identify training needs and develop training plans. 
• Conduct and coordinate CS induction training and arrange courses as required. 
• Ensure training schedules do not interfere with service levels. 
• Liaise with internal/external departments for training enrolment and compliance with NQF standards. 
• Maintain training records and compile monthly training reports. 
• Assess staff post-training to measure understanding and performance improvement. 

Reporting & Analysis 

• Analyse trends and compile weekly/monthly QA reports, including quality scores. 
• Provide feedback to CS Trainer on performance trends and quality gaps. 
• Compile QA and service delivery reports; recommend process improvements. 
• Maintain or improve QA scores to meet or exceed 90% target. 
• Perform workplace assessments against National Unit Standards for staff pursuing qualifications. 
• Support CS Trainer during absence and assist with training-related projects. 
• Ensure correct utilization of DHL application tools (e.g., GEMA, NPTS, MCT, CSV, KART, GCCU/WFM). 
• CIS Facilitation. 
• Participate in occasional projects and assignments as defined by management. 

Leadership & Engagement 

• Build strong relationships with management and stakeholders. 
• Support initiatives to improve morale and motivation within the department. 
• Promote DHL’s ICCC and CIM behaviours through active leadership and campaigns. 
• Ensure fair and consistent application of rules and maintain an open-door policy. 

What We Are Looking For

• Diploma or Degree in Quality Management, Customer Service, or a related field.
• Minimum 3 years in Quality Assurance within a contact centre environment. 
• Minimum 2 years Call Centre Operations and call centre systems knowledge. 
• Good operational knowledge and proven understanding of the DHL Network. 
• Proficiency in DHL systems (SPARK, GEMA, MCT, CSV, KART, E-case, OPMS/C, SID) and MS Office Suite (Excel, PowerPoint, Word). 
• Sound knowledge of CS Policies and Procedures. 
• ISO standards knowledge and NQF compliance advantageous. 
• Experience in facilitating training programs.
• Excellent communication skills in Business English (both written and oral). 
• Excellent in telephone, conflict resolution, negotiation, problem solving and interpersonal skills. 
• Experience in managing customer interactions through non-voice channels (e.g. Email, Live Chat and social media) would be beneficial. 
• Able to maintain effective performance under pressure.
• Experience in training facilitation and quality improvement initiatives is advantageous.