Hot Jobs at Fidelity Services Group

QUALIFICATIONS & EXPERIENCE:

• Matric
• Minimum 3-5 years’ experience as an alarm technician
• Previous programming, wiring, installations and fault-finding experience

MAIN PURPOSE OF JOB:

• A Technician at this level is suitably qualified and experienced (to the Company’s standard) to install & maintain domestic alarm systems as well as perform on-site programming and testing of such systems. This technician can also perform basic fault finding and install radio communication devices

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Valid driver’s licence essential
• Must be PSIRA registered (Grade C)
• Knowledge of Listener advantageous
• Sound knowledge of DSC, FBI, CADDX, IDS, Paradox and Texecom systems
• Basic Knowledge of CCTV, Intercom systems and access control advantageous
• Able to work standby as per duty sheet

DUTIES

• Conduct service calls / maintenance and repairs of alarms
• Program alarm panels
• Complete handovers and quotations
• Complete invoices and job cards after every service call
• Complete links up for new clients
• Re-programme alarm systems when the current alarm was part of a takeover
• Treat all clients with respect
• Always ensure neatness and in full uniform
• Assist with any problems or complaints
• Ensure the vehicle assigned to you is roadworthy and clean
• Check and inspect the vehicle thoroughly before leaving the office/hub
• Ensure the vehicle assigned to you is roadworthy and clean
• Check and inspect the vehicle thoroughly before leaving the office/hub
• Report all faults to the Senior Supervisor, Installations
• Complete daily drive sheets
• Complete job reports and technical invoices
• Quote clients on upgrades
• Conduct vehicle, electrical and ladder inspection checks and give feedback to the manager
• Complete a stock control check
• Keep the company vehicle clean and tidy

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Main purpose of the position: 

•  The Fuel Coordinator is responsible for monitoring, controlling, and optimizing fuel usage across the regions vehicle fleet. This role ensures accurate fuel data management, cost control, compliance with policies, and supports efficient fleet operations.

Supervision received (reporting to): Regional Transport Manager

 Supervision exercised (Subordinates):

• Fuel Attendants

 Governance Structures (Applicable legislation):

• Labour Relations Act
• S.O Standard

Key Performance Areas:  (Not totally inclusive)

• Monitor daily, weekly, and monthly fuel consumption for all fleet vehicles
• Manage fuel cards, pin codes, limits, and driver allocations
• Investigate fuel discrepancies, abnormal usage, pilferage, and misuse
• Reconcile fuel transactions against mileage, routes, and vehicle logs
• Ensure compliance with company fuel policies and procedures
• Cost Control & Reporting
• Analyse fuel spend and identify cost-saving opportunities
• Prepare fuel consumption and cost reports for management
• Support budgeting and forecasting for fleet fuel expenses
• Fleet & Driver Support
• Coordinate with fleet, maintenance, and logistics teams regarding fuel issues
• Train drivers on fuel-efficient driving practices and company fuel policies
• Address driver fuel-related queries and resolve fuel card issues promptly
• Systems & Data Management
• Maintain accurate fuel records in fleet management systems
• Ensure correct vehicle and driver data is linked to fuel transactions
• Assist with fleet audits and internal/external compliance checks
• Supplier & Contract Management
• Liaise with fuel suppliers regarding billing, card issues, and service performance
• Verify invoices and resolve discrepancies with suppliers
• Assist in evaluating supplier performance and pricing structures
• Major Outputs:
• Happy satisfied clients/Branches
• Motivated staff
• Quality Controls

Skills & Competencies

• Strong analytical and numerical skills
• High attention to detail
• Good understanding of fleet operations and vehicle performance
• Proficiency in Excel and fleet management systems
• Strong communication and problem-solving skills
• Ability to work independently and under pressure
• High level of integrity and accountability

Preferred Attributes

• Experience managing large or mixed vehicle fleets
• Knowledge of fuel fraud detection and prevention
• Understanding of telematics and fuel optimization tools

Environmental Health and Safety Activities

• Be conversant with role responsibilities and accountability in terms FSS EHS policies and procedural requirements.
• Ensure compliance to EHS policies and procedures within are of responsibility.
• Ensure all work practices are performed according to standards and procedures.
• Practices are performed according to standards and procedures.
• Work assessment is done according to standards and procedures.
• Ensure that all subordinates practice good housekeeping in their places at work.
• Ensure compliance to required PPE usage for all subordinate employees according to procedures.
• Reduction of accidents / incidents through the utilization of safe work procedures.
• Conduct regular audit and assessments checklist examinations to identify any deviations and initiate corrective action where required through coaching, mentoring and discipline.
• Responsible for safety ratings achieved within their specific area of responsibility.
• Ensure that subordinates are properly trained in specific safe working practices relevant to the site.
• The creation of safety awareness amongst subordinates through communication of EHS information, lessons learned and cardinal rules.
• Ensure Environmental Health and Safety aspects are communicated on all forums and meetings and records and minutes of these meetings are kept.

Measurement Instrument

• Identify threats.
• Make recommendations on weaknesses.
• Implement action plan to counter threats.
• Adherence to all policies and procedures.
• Maintain corporate image.

Management Profitability Targets Activities

• Absenteeism rates to bed managed.
• Overtime must be managed and authorized.
• Wages cost not to exceed budgeted costs per site.

Core Competencies Required:

• Analytical and critical thinking skills
• Goal setting
• Planning / prioritizing
• Organizing
• Monitoring
• Driving and managing change
• Driving for results
• Communication direction
• Self-development
• Communication skills
• Customer focus
• Teamwork
• Attention to detail
• Problem solving / mental alertness

Skills:

• Communication (verbal and written)
• Computer literacy
• Interpersonal relation
• Leadership
• Financial knowledge
• Negotiation skills
• Problem solving
• Decision making

Behavioral Attributes:

• Good listener
• Pro-active
• Assertiveness
• Ability to handle pressure
• Honesty
• Integrity
• Reliability

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Job Description

• The above position is vacant in Robertville, reporting to the Area Manager. The overall purpose of this position is to manage several Clients in covering the following key areas, client liaison, HR /IR matters, fleet management, expenses control, Investigations and to ensure the posting of Security officers, that all site security requirements are adhered to and that the Client’s needs are met.

Minimum Requirements

• Matric/Grade 12 Certificate or equivalent.
• PSIRA Grade A registered.
• Valid Driver’s License with own reliable transport is required.
• At least 10 years’ experience in the security industry.
• At least 5 years’ experience in the Operational Security Management structure.
• Working knowledge of the Firearm Act and Firearm competency for Business Purposes.
• Staff management experience is required.
• Computer literacy with expert knowledge of the complete Microsoft package.
• No criminal record or any pending cases.
• Sound planning, administration, interpersonal communication and client liaison skills are required.
• Strong leadership and organisational skills as well as good interpersonal and communication skills are essential.
• Knowledge of ISO 9001:2008 Quality Management and its requirements.

Key Performance Areas: (not totally inclusive):

• Maintaining good relations between Fidelity Security Services Group and the Client with regard to security services rendered
• Managing allocated areas to ensure that contractual requirements are met as stipulated by the Client
• Ensuring that all Security Officers on site meet the contractual requirements as stipulated by the Client
• Constantly evaluating the service levels provided and making recommendations to the Client regarding the improvement of services
• General management and supervision of security staff to ensure that required performance is met at all times
• Dealing with all required administration matters
• Liaising daily with management on various operational issues
• Liaising daily with Regional Management on various Operational matters.
• Ensuring that all HR related queries are dealt with promptly.
• Formulate disciplinary actions - Strong HR/IR Skills.
• Ensuring the timeous submission of reports to both client and to the Regional Office.
• Submitting relevant weekly / monthly incident and general reports to Management.
• Investigating incidents and reporting on such.
• Pro-active planning on various sites and clients.
• Must have sound knowledge of the ISO 9001:2008 Management System.
• Must have Estates Experience

Other personality attributes:

• Assertiveness
• Initiative
• Strong leadership ability
• Presentable

Core Competencies:

• Analytical, Critical Thinking & Planning skills
• Leadership & Self Development
• Goal Setting & Organisational skills
• Driving & Managing change
• Driven for results
• Interpersonal skills
• Communication direction & skills
• Development of others
• Customer focus
• Teamwork
   

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Job Description

• Fidelity Security has vacancies for PSIRA Grade A/B officers based in Balito and Durban

Minimum Requirements:

• Grade 12
• Grade A/ B PSIRA (SOB) registered and accredited
• Fire arm competency for Handgun/ Rifle/ Shotgun
• Valid Code 8 Drivers licence
• Fire Fighting trained & First Aid trained certificates
• Computer Literacy in MS Office, CCTV, etc
• No criminal record
• Must reside in Balito / Clermont or Pinetown area  
   

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Overall purpose of the job:

• Holistically support to Commercial Teams in all aspects of the Business.

Duties & Responsibilities:

• Book Technicians on Pulse.
• Administration of stock and Vehicle inspections
• Liaising daily with various departments to attain the necessary status on client’s requests.
• Communication and feedback to clients on an ongoing basis regarding all requests and/or orders
• Ensuring that correct stock/equipment on job and allocated
• Provide daily, weekly, and monthly reports as required.
• Request open order reports from specific customers.
• Quote for new equipment based on Technicians Job card.
• Oversee jobs from different divisions where needed.
• Customer open order reports are kept current on Pulse.
• Liaise with Regions to assist with OverActives. (Nationally)
• Proactive identification of simplification/automation opportunities
• Participate in various ad-hoc projects where necessary.
• Create and maintain Pulse jobs.
• Co-Ordinate Technicians from Pulse
• Assist in day-to-day Admin duties.
• Manage open orders report on Pulse.
• Participate in various ad-hoc projects where necessary.
• Analysing of overactive reports on LSNR and ExecuGuard.

Minimum qualifications and experience:

• Matric
• A minimum of 2 years technical Experience in Alarm, CCTV, Electric Fence
• Good understanding of OverActives and the causes
• Computer literacy in Microsoft Outlook, Excel, Word, and PowerPoint
• Analytical background

Skills and Attributes:

• Customer focus
• Teamwork
• Quick thinker
• Problem solver
• Positive attitude
• Drive for results
• Action orientated
• Organising
• Planning
• Time Management
• Excellent communication skills (verbal and written)
   

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Job Description
Overall Purpose of the job: 

• To provide a superior service level to internal and external customers via all contact channels and media. Phone lists daily either outbound from landlines or working on dialler to achieve legit set sales or appointment targets with potential clients. Appointments can be either reconnections, new, upgrades, link ups or relocations.

Minimum qualifications and experience:

• Matric 
• Post Matric qualification - preferred
• A minimum of 1-year customer service experience
• A minimum of 1 year cold calling experience within a sales call centre
• At least 1 year’s administration experience within a client-centric environment
• Computer literacy in Microsoft Outlook, Excel, Word, and PowerPoint

Main duties & Responsibilities:

• Making outbound calls on lists to try and secure sales or sales appointments or working on Dialler lists 90% of a working day.
• Answering inbound calls as well as assist customers who have specific enquiries.
• Transferring calls to other departments as and when needed.
• Handling and resolving customer complaints or escalating on calls if in scope.
• Verifying listener information
• Passing required QA results if applicable.
• Achieving business strike rate requirement, call volume requirement and daily targets on either sales or appointments or technical calls booked.
• Working as a team and assisting colleagues with daily contact centre operational issues.

Behavioural Competencies:

• Customer focus
• Drive and create urgency with potential clients
• Being ethical
• Passion for selling
• Good follow up skills and practices on tasks
• Negotiation skills
• Drive for results
• Action orientated
• Active listening
• Attention to detail
• Able to build report telephonically
• Resilience
• Active cold calling
• Empathy
• Adaptability
• Positiveness
• Organising
• Planning
• Time Management
• Excellent communication skills (verbal and written)
• Dealing with ambiguity
• Informing
• Integrity and trust
• Patience
• Leave effective voicemails
• Closing rate of over 80-90% of deals
   

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•  A vacancy exists for a  Workshop Manager at our Robertville Branch.  The position will be reporting to the Gauteng Regional Executive.The overall purpose of this position is to control and efficiently manage the company vehicles as well as overseeing the repairs and maintenance of company vehicles, but not limited too.

Minimum Requirements:

• No Criminal Record.
• Minimum of Grade 12 
• Valid driver’s licence without endorsements and own transport essential.
• Minimum 3 – 5 Years  Worksop management experience.
• Minimum 3 – 5 Years’ experience in managing a large fleet.
• Minimum 3 – 5 Years’ mechanical experience in both diesel and petrol vehicles.
• Very good understanding of Workshop Consumables and vehicle parts.
• Computer skills with good knowledge of Microsoft Outlook, Excel and Word.
• Working Knowledge of SAP advantageous.
• Excellent Administration Skills.
• Must have knowledge/experience of spray painting and panel beating.

Must have good knowledge of the following vehicles:

• Isuzu – Diesel
• Toyota
• Ford
• Nissan
• Golf Cart
• Quad Bike
• 4 Ton Trucks
• Must be able to communicate fluently in English with excellent verbal and written communication skills.

Skills and Personal Attributes:

• Have excellent organizational, planning and prioritizing skills.
• Must be able to work as part of a team and encourage development of others.
• Must be able to work reliably and responsibly with internal and external colleagues and suppliers.
• Must be proactive, innovative and objects driven.
• Must be “hands on” and able to resolve problems quickly.
• Must be able to handle difficult drivers with patience and understanding
• Ability to work under pressure, independently and willing to travel. (Needs to be flexible and adaptable).
• Give great attention to detail, results driven with great customer focus and must be responsible and accountable.
• Must be proactive when it comes to cost saving. Must be cost saving orientated and ensure that the company is always getting the best deal/value when purchasing parts.
• Strong administrative ability and positive attitude is essential.
• Have analytical thinking skills.

Key Performance Areas (Not totally inclusive):

• Manage the whole vehicle fleet and workshop with an objective of reducing costs whilst rendering an adequate vehicles and support for operations and clients.
• Ensuring that the company policies and procedures pertaining to the vehicles and drivers are adhered to.
• Driving compliance with contemporary transport related legislation.
• Implement compliance measures in line with the Occupational Safety and Health Act.
• Control workshops and staff and ensure that costs in vehicle repairs are controlled via proper authorization.
• Manage capex and asset requirements.
• Ensure that accidents are properly investigated and appropriate action is taken.
• Overseeing the repairs and maintenance of Company vehicles.
• Booking vehicles for services and warranty repairs.
• Follow up on spares ordered for the mechanics.
• Ensure workshop opening and closing daily, timeously and if and when required.
• Ensure that the vehicles book into workshop and are done according to the specific procedure.
• Must be able to assist with any repairs and maintenance should the need arise.
• Ensure the mechanic test drives a vehicle before leaving the workshop.
• Record and report comebacks on vehicles.
• Ensure that parts are ordered according to the parts ordering system
• Ensure that the workshop area is kept clean and adhere to health and safety requirements
• Stock take to be done on a monthly basis
• Controlling of stock on a daily basis
• Report daily to Regional Executive on all vehicles issues / personnel.
• General administration (emails, telephones enquiries, driver queries, supplier queries, invoices etc.)
• Maintain vehicle service history files accurately
• Attend weekly meetings (crime meeting, accident meetings, operational meetings etc.)
• Attend weekly vehicle inspections and provide feedback.
• Spot check on vehicles to ensure the quality of the mechanic’s work is maintained
• Weekly inspection to see that all workshop equipment is safe and in working condition
• Adhering to all requirements as specified in the Transport policies and procedures.
   

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Main purpose of the job:

• To manage the deployment of armed response vehicles and assist with responding to alarm activations as well as the operational functioning of a shift.

 Minimum Qualifications and Experience:

• Matric (Grade 12)
• Valid Driver’s License (minimum 2years)
• Valid Firearm Competency (Business purposes)
• PSIRA Registered Grade B with Armed Response
• Clear Criminal Record
   

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Job Description

Fidelity ADT is looking for armed response officers around Bloemfontein with following requirements

• Matric
• Grade B PSIRA accredited and registered with Response
• Minimum of 3 years in security industry
• No criminal record
• Willing to undergo criminal checks regularly
• Must be physically fit and in good health – not afraid of heights
• Computer literate an advantage
• Must have estate/residential experience
• Must reside in traveling distance to the site in Soweto
• Firearm Competency – Handgun for Business Purposes
• Must have driver's license.
• women candidates are also accepted.
   

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Job Purpose

• The Personal Assistant to the General Manager will provide high-level administrative, operational, and coordination support to ensure the efficient functioning of the GM's office and broader team operations.
• This role extends beyond traditional diary and email management and requires a proactive, highly organised individual capable of supporting operational execution, team administration, billing coordination, and project follow-through. The successful candidate will act as a trusted support partner to the GM and assist in driving key business priorities and day-to-day operational efficiency.

Key Responsibilities

Executive Support

• Manage and coordinate the GM's calendar, appointments, meetings, and travel arrangements.
• Screen and prioritise emails, calls, and correspondence on behalf of the GM.
• Prepare meeting agendas, presentations, reports, and minutes where required.
• Ensure timely follow-up on action items and outstanding matters.
• Maintain confidentiality and professionalism in all interactions.

Team Administration

• Provide administrative support to the broader team as required.
• Coordinate team meetings, workshops, and events.
• Assist with onboarding administration and team documentation.
• Maintain organised filing systems, records, and operational documentation.
• Monitor and track departmental deadlines and deliverables.

Billing and Financial Support

• Assist with invoice processing, billing administration, and purchase requisitions.
• Liaise with finance departments and vendors regarding payments and queries.
• Track expenses and ensure supporting documentation is submitted accurately and on time.
• Maintain billing records and assist with monthly reconciliation processes.

Operational Coordination

• Support the execution and coordination of operational projects and initiatives.
• Monitor progress on key operational tasks and provide status updates to the GM.
• Coordinate communication between departments and stakeholders to ensure alignment and timely execution.
• Assist in identifying process improvements and administrative efficiencies.
• Drive follow-through on operational priorities and action plans.

Stakeholder and Communication Management

• Build and maintain professional relationships with internal and external stakeholders.
• Coordinate communication and correspondence on behalf of the GM.
• Ensure professional and timely responses to requests and enquiries.

Minimum Requirements

• Grade 12 / Matric certificate.
• Relevant qualification in Administration, Business Management, Office Management, or related field advantageous.
• Minimum of 3–5 years’ experience in a Personal Assistant or Executive Assistant role.
• Experience supporting senior management or executives.
• Strong administrative and coordination experience.
• Experience with billing or finance administration advantageous.

Knowledge and Skills

• Excellent organisational and time management skills.
• Strong attention to detail and ability to multitask.
• High level of professionalism and confidentiality.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to work independently and take initiative.
• Strong problem-solving and coordination abilities.
• Ability to work under pressure and meet deadlines.

Key Competencies

• Professionalism
• Accountability
• Initiative
• Reliability
• Communication
• Planning and organisation
• Adaptability
• Relationship management
• Execution and follow-through

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Main purpose of the job:

• To provide high-level administrative, operational, and coordination support to ensure the efficient functioning of the branch and broader team operations.
• The position reports to the Branch and Admin Manager. The overall purpose of this position is to assist in the administrative, Financial, and managerial responsibilities of the allocated Branch and Operations Managers.

Key Performance Areas: (Not totally inclusive)

• Provide administrative support to management and staff.
• Handle filing, data entry, and general office correspondence.
• Assist with scheduling meetings, travel arrangements, and office coordination.
• Maintain accurate records and documentation.
• Ensure the office environment remains tidy, professional, and well-organised.
• Ensure weekly, monthly and quarterly reports are timeously done.
• Ensure that all Payroll and Salary related concerns are handled accurately and efficiently.

 Qualifications, experience and other competencies

• Grade 12 / Matric (a relevant certificate or diploma will be an advantage).
• Minimum of 4 years of administrative experience preferred.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Strong communication and organisational skills.
• Reliable, responsible, and able to work independently.
• Ability to liaise professionally with personnel at all levels.
• Must be able to work under pressure / overtime as and when required

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• Are you ready to unleash your potential and thrive in a dynamic sales environment? We are seeking passionate individuals to join our team as Sales Consultants, where you'll have the opportunity to make a real impact and drive success.

Key Responsibilities:

• Source and sell armed monitoring and response agreements, providing invaluable security solutions to our valued customers.
• Drive sales of innovative alarm system upgrades, CCTV systems, electric fences, and more to meet the evolving needs of our clientele.
• Exceed monthly sales targets through your proactive approach and dedication to customer satisfaction.

Qualifications & Experience:

• Previous sales experience with a proven track record, preferably in capital goods sales, showcasing your ability to achieve and exceed targets.
• Knowledge of intruder detection equipment such as IDS, DSC, AJAX or other alarm systems is advantageous, demonstrating your technical acumen.
• Matric or equivalent qualification.
• PSIRA registered - Grade C

Job Requirements & Attributes:

• Self-motivated, energetic, and driven to succeed in a fast-paced sales environment.
• Exceptional selling skills paired with strong organizational and time management abilities.
• Excellent communication, presentation, and negotiation skills to effectively engage with customers.
• Proficiency in MS Office, Email, and Internet usage.
• Presentable appearance and professional demeanor, with a valid driver's license and reliable vehicle.
• A hunter for new business opportunities with a passion for electronic and technical equipment.
• Driver's license
• Own Vehicle

Duties:

• Generate and close deals, leveraging both self-sourced leads and those received internally.
• Cultivate relationships with estate agents, builders, architects, and other stakeholders to drive business growth.
• Provide daily, weekly, and monthly reporting to track progress and ensure targets are met.
• Maintain administrative duties related to sales with meticulous attention to detail.

Performance Standards:

• Achieve revenue sales targets and drive acquisition of new clients, maintaining strong relationships with existing clients.
• Ensure timely follow-up on all leads and quotes to maximize conversion rates.

Competencies (Technical & Behavioural):

• Drive for results and action-oriented mindset to consistently exceed expectations.
• Customer-focused approach with perseverance and problem-solving skills to meet diverse client needs.
• Willingness to learn and adapt to new technical skills and technologies.
• Assertive with a sense of urgency, demonstrating adaptability and resilience in the face of challenges.

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• The above position is vacant at our Worcester Branch. The overall purpose of this position is to count and verify the client’s money.

Minimum Requirements:

• Clear criminal record
• Grade 12 or equivalent
• Computer literate
• At least 2 years’ cashier experience or similar role
• Able to work under pressure

Job Specification:

• Ensure that cash processing procedures are adhered to
• Counting and verifying money
• Balancing and reconciling money
• Operating money counting machines
• Packing ATM’s

Other Personality Attributes and core competencies:

• Must be honest and reliable
• Must have good verbal and language abilities
• Able to follow instructions accurately
• Pay attention to detail
• Must be self- motivated
• Willing to work overtime
• Alertness
• Possess numeric skills

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Overall Purpose of the Job:

• Support and provide superior service to internal and external customers via phone, email and face to face for walk in customers to ensure FADT retain all clients wanting to cancel.

Minimum Qualifications and Experience:

• Matric
• A minimum of 2 years customer service experience.
• At least 1 to 2 years’ experience within a contact center, of which client retention experience would be beneficial.
• Continuous Improvement experience beneficial.

Main Duties and Responsibilities:

• Handle Queries and Cancellations for both Dealer, IIP and In-House customers.
• Ability to comprehend, capture and interpret basic customer information.
• Retain clients by preventing them to cancel, through correct processes and SOP’s.
• Handle all cancellation requests
• Handle all client queries relating to possible cancellations
• Ensure all call backs and follow ups are concluded first thing each morning, every day on all pending’s
• If complaints need to be escalated to other departments for resolution ensure escalated and tracked within 24 hrs for resolution, if not, follow-up until resolution is reached and include Supervisor
• All cancellations must be receipted, responded to, contacted, resolved and escalated internally (if needed) and correct processes followed.
• Cancel clients if approved by management
• Give save offers as approved by management
• Bulk Save offers only apply to clients stipulated in the bulk save offer approval from management
• Save clients from cancelling their contracts due to service, price and financial difficulty.
• Manage your daily log report for saves done to build into the GM Weekly report.
• Branch cancellations must be processed after branch managers have approved.
• Make sound judgements to deliver superior customer service
• Analyse various parts of a problem properly and develop logical solutions
• Handle cancellations received from Inbound and Outbound calls, Webmail, email, social media, fax and openscape Q’s.
• Assist with call overflow from Level 1 Agents as and when required to maintain Service levels.
• Provide Feedback to Customers and always contact via telephone call as first point of contact.
• Exercise good interpersonal skills to be able to deal with difficult customers at all levels
• Ability to treat people with respect under all circumstances and thus instil trust in others by upholding the values of the organization
• Ability to adapt to change in the work environment, delays or other unexpected demands.
• Ability to adapt to new processes and procedures due to improvement in client retention.
• Drive down company attrition by preventing cancellations.
• Quality management – to look for means of improving as well as promoting quality within the company as well as fellow employees
• Be able to identify product types and provide documentation & Information to a customer related to a particular request.
• Receive and Retain Customer Cancellation Requests
• Handle incoming customer complaints or inquiries from customers who wish to cancel their service
• Investigate and resolve customer’s complaints or queries
• Provide timeous feedback to customers
• Keep accurate records of discussions or correspondence with customers
• Communicate and coordinate with regions
• Record cancellations, complaints and save offers on listener and other requirement platforms

Behavioral Competencies:

• Customer focus
• Ability to adapt to change
• Understanding others
• Written communication
• Listening
• Drive for results
• Building effective teams
• Decision Quality
• Professionalism
• Informing and communicating
• Composure
• Functional skills
• Admin skills
• Peer relationships
• Patience
• Problem solving

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About the Role

• We are seeking an experienced Quality Assurance Manager to lead our quality assurance initiatives. This role focuses on developing, implementing, and maintaining quality assurance standards and procedures, ensuring that our products meet regulatory compliance and customer expectations.

Key Responsibilities

• Develop and execute quality assurance strategies and Quality Management System (QMS) to ensure product quality and compliance with industry standards
• Oversee the planning and execution of quality audits, risk assessments, and compliance reviews.
• Collaborate with cross-functional teams to identify areas for quality improvement and lead corrective actions.
• Manage and mentor a team of quality assurance professionals, providing guidance and support for their career development.
• Analyze quality metrics and data to prepare reports for senior management, highlighting trends and areas of concern.
• Lead root cause analysis for quality issues and drive the implementation of preventive actions.
• Stay up-to-date with industry regulations and ensure that quality control procedures align with best practices.
• Facilitate training sessions for staff on quality assurance processes and standards.

Requirements

• Proven track record in quality assurance management or a similar role within a regulated industry.
• Demonstrable experience in developing and implementing quality management systems and standards.
• Strong analytical skills with the ability to interpret complex data and metrics.
• Excellent communication and interpersonal skills for effective collaboration across teams.
• Proficiency in quality assurance tools and methodologies, including quality audits and process improvement techniques.
• A degree in a relevant field (e.g., Engineering, Quality Management, or Business Administration) is essential.

Preferred Qualifications

• Certification in Quality Management such as ISO 9001, Six Sigma, or similar frameworks.
• Experience with compliance-related frameworks and regulatory requirements in our industry.
• Familiarity with automated testing tools and methodologies.
• Previous experience in leading quality assurance projects.