Training & Quality Assurance Manager - Customer Experience Hub at Shoprite Group of Companies

Job Objectives

Customer Centric Delivery 

• 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. 
• Contribute to the Development, execution, and measurement of the quality improvement strategies

People (Self, Team & Organisational)  

• Empower team members within the Customer Experience Hub to take ownership of their responsibilities towards delivering exceptional customer experiences. 
• Foster a culture of accountability, encouraging proactive problem-solving and continuous professional growth within the Customer Experience Hub 
• Align individual and team goals with the CX Hub's objectives to ensure commitment to service excellence. 
• 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. 
• 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. 
• 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. 

Qualifications

• Relevant Diploma, 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

• +4 years’ experience in a customer interfacing capacity within a Customer Service Centre, Contact Centre, or equivalent role, managing the design, development and delivery of quality assurance and learning solution frameworks, policies, procedures and guidelines - (essential). 
• Demonstrable relevant experience will be considered. A proven track record of managing quality assurance and related activities in a contact centre environment