Training and Quality Assurance Manager at Shoprite Group of Companies

Purpose of the Job    

• As the Shoprite Group expands both its traditional supermarket and digital commerce online services across brands, the Customer Experience Hub (CX Hub) is a key customer experience differentiator for the Shoprite Group.
• The purpose of the Customer Experience Hub Training & QA Manager role is to co-design, develop and deliver robust customer quality assurance frameworks, processes, and guidelines for customer care agents. Responsible for creating a robust training programme and oversight of all training assets developed by their team or in the business to ensure they align to the training and system requirements of the department.
• The role works very closely with our Customer Service Managers and other cross-functional teams to create learning content and collateral, coaching methodologies and other service boosters that supports new and existing customer care agents and respond efficiently and effectively to any service areas that require immediate and ongoing improvement, as identified through quality assurance observations, data insights and other performance analysis sources.
• Even when things go wrong, this role empowers our agents to provide our customers with a speedy and appropriate resolution to make things right. The role reports to the Head of CxHub Operations and oversees operational quality assurance and training with a team of Customer Service QA Specialists and Customer Service Training Facilitators.
• As an integral part of the Customer Service operation, these team members often need to observe, coach or role model the intended customer interaction behaviours, the correct system use or process approach.
• To ensure that we optimise our service delivery to our customers and align with our teams, the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work) - (including public holidays) within legislative requirements.

Job Objectives    

Customer Centric Delivery

• Together with the Customer Services team and other stakeholders, define, design, develop, and deliver Service Excellence frameworks and metrics that enable accurate performance assessments that quantify customer satisfaction and support the identification of areas for remedial action or improvement.
• Develop and execute quality assurance frameworks, processes, and guidelines – make content practical and accessible.
• Design, development and delivery of training programs, quality assurance monitoring and reporting.
• Accountable for the development of training content and the build of a knowledge repository.  
• Research and development of a central knowledge interface accessible to all contact centre teams.
• Assess the training needs of team members and create tailored development plans to address skill gaps.
• Contribute to the development, execution, and measurement of the quality improvement strategies.
• Collaborate with key stakeholders to drive training and quality assurance standards and processes across the CX Hub to ensure that issues are identified and fixed at source and across the end-to-end process.
• Prepare and analyse quality assurance reporting to provide a snapshot of challenges and opportunities that empowers various stakeholders with decision making and independent inputs from the ‘voice of the customer’.
• Use quality assurance and performance reporting tools to inform training and development inputs and the 
• appropriate delivery mechanisms. (training).
• Continuous review and improvement of the quality of training content (up to date and relevant knowledge resources) to ensure high performing contact centre teams.
• Collaborate with cross-functional teams to align training initiatives with customer experience goals and initiatives. 

People (Self, Team & Organisational)  

• Work closely with Customer Experience Manager and the Data Analytics and Reporting Manager, to identify training gaps as well as trends from data (e.g. Voice of Customer).
• Encourage a culture of continuous learning and improvement by introducing innovative training methodologies and tools.
• Empower team members within the Customer Experience Hub to take ownership of their responsibilities towards delivering exceptional customer experiences.
• Provide end-to-end support training and onboarding to coordinators.
• Foster a culture of accountability, encouraging proactive problem-solving and continuous professional growth within the CX Hub.
• Align individual and team goals with the CX Hub's objectives to ensure commitment to service excellence.
• Support and develop team members through targeted coaching, mentoring, and professional development opportunities.
• Enable high performance teams through effective and high-quality training and development interventions informed by Customer Experience and Data Analytics.  
• Promote collaboration and effective communication within the CX Hub and across other departments to enhance overall performance.
• Recognise and reward contributions and achievements to motivate and retain top talent.
• Ensure team members understand their roles and responsibilities, providing clarity and direction as needed to support the CX Hub's vision.

Governance & Compliance  

• Ensuring that the QA and Training team complies with relevant regulations (people, customers etc.) and organisational governance frameworks and standards.  
• Drive the operational implementation (where relevant): structures, policies, processes, procedures, and frameworks as aligned with organisational and team requirements.
• Review and update training content regularly to reflect changes in policies, procedures, and regulatory requirements.
• Ongoing participation in the identification and mitigation of risks related to QA and Training team delivery team – and where relevant, in the broader Customer Contact Centre context.
• Implement processes to track and measure the impact of training on compliance-related performance indicators. 

Qualifications    

• Relevant Degree or equivalent or relevant work exp – (essential).  
• Relevant Courses or Certifications in Quality Assurance, Learning & Development, Training facilitation or equivalent experience - (highly advantageous). 

Experience    

• +5 years’ experience in a customer interfacing capacity within a Customer Service Centre, Contact Centre, or similar role, managing the design, development and delivery of quality assurance and learning solution frameworks, policies, procedures, and guidelines.
• A proven track record of managing quality assurance and related activities in a contact centre environment – (essential).
• Understanding of quality assurance, performance evaluation and performance improvement interventions - (essential).

Knowledge and Skills    

• Team Collaboration - Recognises and values the contributions of others, prioritizes team goals, and assists others in achieving them.
• Builds collaborative partnerships and is committed to co-operating with others to achieve organizational objectives.
• Customer Centricity - Puts internal and external customers first, seeking to understand their needs and satisfaction.
• Recommends workable solutions that consider immediate demands and future impacts.
• Quality Orientation - Sets high-quality standards and maintains them even under pressure. Pays meticulous attention to detail, ensuring work aligns with established guidelines or frameworks.
• Process Improvement - Identifies inefficiencies and redesigns workflows for incremental improvements.
• Plans and manages projects to enhance operational efficiency.
• Passion for Learning & Development - Innovates with trending learning solutions and appreciates traditional methods.
• Identifies and develops effective learning interventions and enjoys coaching and mentoring others.
• Analytical Thinking - Comprehends new concepts, investigates solutions, and integrates data to optimize decisions.
• Takes responsibility for their work and makes informed, straightforward decisions.
• Communication Skills - Communicates clearly, audibly, and authoritatively.
• Writes succinctly, adjusting detail for different audiences, and maintains clear and comprehensible written work.
• Results-Driven - Takes a systematic approach to work, consistently meeting productivity levels and targets.
• Manages time effectively, ensuring tasks and projects are completed on time.
• Commitment to Best Practices - Keeps up with the latest trends and best practices in the field.
• Shares knowledge and extends best practices to others.
• Accountability and Initiative - Holds oneself accountable for actions and decisions.
• Recognizes the impact of actions and takes responsibility for outcomes.
• Interpersonal Skills - Communicates confidently and openly, showing patience and consideration.
• Listens to others and adapts interpersonal style to suit the situation.
• Execution & Achievement - Plans activities and projects in advance, with contingency plans in place. Tackles complex assignments, identifying inefficiencies and potential improvements.
• Adaptability - Responds quickly to challenges, maintaining quality under pressure. Adapts to new ideas, procedures, or processes to achieve results.
• Innovation and Analysis - Analyses information systematically and develops innovative solutions. Evaluates the impact of proposed solutions and implements new ways of working.
• People Leadership & Development - Applies effective team goal setting, problem-solving, and performance management. Deals constructively with employee performance and applies people practices and policies. Passionate about coaching and mentoring others for success.
• Governance & Ethics - Adheres to governance policies, Code of Conduct, and ethical behaviour. Addresses non compliance and implements corrective measures.

Closing Date    

• 2026/05/29