Job Vacancies at DirectAxis

Job description

Overall purpose of the job

The Manager of Quality Assurance is responsible for managing the implementation of quality assurance and operational readiness in various departments, and for expanding the quality assurance function and sign off of new recruits and internal moves across the organisation. The Manager of Quality Assurance ensures the ongoing maintenance and enhancement of QA systems and on boarding requirements, processes and tools which drive and support high quality engagement by the business with its customers

Main outputs and Responsibilities for this position

• Drives increased efficiencies and optimal use of resources
• Provides input into the budget and controls expenditure
• Analyses and highlights all matters affecting service delivery
• Researches, designs and implements best practice customer service solutions
• Manages the business processes for area of responsibility
• Collates and presents Quality Assurance Operational Reviews to business
• Manages the maintenance, embedding and continuous improvement of customers' Quality
• Assurance systems,tools, methodologies and processes
• Manages the required resources to enable business performance and achieve business objectives
• Oversees implementation of Quality Assurance initiatives
• Provides subject matter expertise and advice to senior and middle management on continuous quality improvement.
• Participates in planned activities that are appropriate for own and staff development in area of responsibility.
• Ensures resourcing decisions are aligned to the Transformation Plan
• Implements performance management across the area of responsibility

Education (formal qualification required)

Minimum:

National certificate

Certificate in Total Quality Management

Ideal:

• FAIS
• RE 5

Experience (minimum experience required)

• 3- 5 yearsService Quality Assurance
• 3- 5 years Leadership Experience
• 3-5 years Contact Centre experience
• 3-5 years Implementing processes and strategies

"In line with our employment equity plan, suitably qualified African Black candidates who meet the criteria for the role will be given preference"

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Job description

Overall purpose of the job

To ensure operational readiness of existing and new staff by, mentoring and coaching team members to drive performance as set out by the operational scorecards metrics and business requirement. Provides leadership and is responsible for quality service delivery and daily management of contact centre.

Main outputs and Responsibilities for this position

• Manages and reports on cost usage that reflects delivery of planned work within agreed parameters
• Provides input into the budget and controls expenditure
• Analyses and highlights all matters affecting service delivery
• Ensures customer excellence through interaction with internal and external customers throughout all business activities
• Manages the business processes for area of responsibility
• Manages the required resources to enable business performance and achieve business objectives
• Ensures team processes comply with applicable regulatory and legislative requirements whilst supporting business objectives
• Ensures resources and materials under control are optimally utilised
• Manages people performance in the area of responsibility
• Participates in planned activities that are appropriate for own and staff development
• Promotes teamwork amongst peers and team members
• Promotes diversity within the team

Education (formal qualification required)

Minimum:

• Grade 12/ National Certificate
• Leadership Development Programme
• NQF 5 Certificate/ Diploma
• FAIS Qualification
• RE

Ideal:

Business Management Diploma

Experience (minimum experience required)

• 3 -5 years Call Centre experience within Customer Services environment
• 3-5 years Management experience
• 1-2 years Coaching experience
• 1-2 years Reporting and Analysis experience
• 1-2 years MS Office (Intermediate)

"In line with our transformation plan, suitably qualified African Black candidates who meet the criteria for the role will be given preference"