Quality Assurance Specialist at MultiChoice

Purpose of the Position

• To Plan, direct or coordinate quality assurance programs and formulate quality control policies.
• To improve business efficiency and profitability by increasing customer satisfaction.
• Responsible and accountable for establishing and implementing the standards and Quality Assurance (QA) framework for Africa Business Desk which includes but is not limited to customer interaction evaluation, closing the loop on interactions monitored, providing business intelligence to support training, recruitment and performance management and tracking the overall success via key business metrics and customer feedback.
• To implement and manage QA as a service to Africa Service Desk.

OR is it better explained

• To perform the role of a Quality Analyst implementing improvement and quality initiatives in the Business Desk.
• To Measure the extent to which a service fulfills the requirement and expectations of the customer.
• To understand the deliverables and ensure that through effective evaluation and monitoring those deliverables are achieved.
• Perform a variety of duties to help the Business Desk Analysts to operate at optimal efficiency.
• Measure all the activities of the First Line Support and Business Desk Analysts, to verify that the Business Desk and First Line (In Country) are working in accordance with the Business desk procedures, rules and regulations.
• To provide daily and monthly end reporting as per requirements.

Key Performance Objectives

Tasks

QA Strategy & Framework to support the overall Operations Strategy

• Establish a Quality Strategy Framework to standardise the QA function & outputs across the Africa Business Team and provide insight on In-country Quality concerns. This needs to be done in conjunction with corporate and in-country stakeholders.
• Quality Framework needs to cover, but is not limited to, the following elements:
  • Establish a culture of feedback and support to achieve business objectives
  • Provide business intelligence to address employee and customer pain points
  • Establish KPIs
  • Increase engagement and decrease attrition

• Across Call Centres and Agents

Rollout & Monitoring of QA Framework

• Drive the adoption and implementation of the QA strategy and framework across corporate and MAH countries
• Establish gaps related to capability, training and other factors that will impact the full adoption of the QA Strategy and framework
• Monitor and track success against the QA strategy and the impact to the overall Operations strategy
• Ensure Agent and/or Supervisor evaluations and assessments
• Work to develop synergies with other teams and functions, enhancing the QA function and value add to the Operations team
• Collaborate with corporate and in-country journey owners, understand insight and reporting requirements, and provide input from a QA perspective into customer journey strategies
• Report back to Escalation and Business Desk Manager

Insights and Reporting

• Accountable for daily/weekly/monthly/quarterly/annual reporting to measure the success and QA effectiveness on the Operations Team
• Provide stakeholders with business intelligence gathered via the QA process, related but not limited to:
• Customer Experience
• Employee Experience
• Employee Capability
• Customer Feedback related to products and services
• Business process improvements
• Learning & Development opportunities
• Implement coaching and training on identified GAPs
• Drive First Call Resolution
• Drive removal of escalations
• Drive and take responsibility for ensuring data quality
• Drive the Root Cause analysis for repeated issues and drive removal there-of
• Report back to ABD Team Leaders, Escalation and Business Desk Manager as well as Senior Managers

Staff Development

• Develop a strong performance coaching culture and skill across the organization that will accelerate change and build capability
• Oversee and support the implementation of learning programs that utilize the most effective learning methods including mentoring, coaching, on-the-job training, classroom, e-learning, micro-learning, simulations, etc.
• Keep track of industry trends
• Must be able to hold and present to management

Define and of rollout projects

• Define toolset for QA and rollout
• Ensure all projects are included for QA (e.g. change of IVR, change of call scripts, launch of new products, implement of QA outbound)
• Develop evaluation programs
• Drive reuction in costs, and improvement in Care performance

Implement QA

• Implement QA by ensuring that:
  • Brand elements are included into QA (e.g. Fake Facebook pages)
  • QA includes all elements that impact the customer – communications,
• Meet QA KPIs
• Ensure to close the loop and report back
• Drive improvements in CSAT, FCR and CES
• Drive reduction in costs

Qualifications

• Relevant Degree/Diploma

Experience

• 5-7 years’ experience in Quality Assurance, preferably in an omni-channel environment
• 5+ years’ experience in a customer service organization
• Experience in working with African markets would be an advantage

Technical Competencies

• Strong leadership
• Customer focus and service orientation
• Assertiveness
• Planning and organizing
• Cultural diversity sensitivity
• Innovative
• Strong communication skill

Behavioral Competencies

• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching