Jobs at OneCart

Job Description

• OneCart is looking to hire a Quality Analyst, to maintain a high and consistent level of support quality across the team.
• Responsible for monitoring and inspecting customer communication channels to contribute towards improvement of the company's final processes and procedures in order to meet established quality standards for our clients.

Customer Service Quality Assurance

• Audit customer service agents' interactions with customers (live, recorded, and side by side) to measure performance against quality standards, including subjective components such as soft skills and courtesy.
• Identify key behaviours and defects that drive or reduce the quality of service and customer satisfaction.
• Investigate customer complaints and non-conformity issues, provide corrective and preventive actions
• Detect broken SOPs, service scripts, skills gaps and address/suggest areas of the improvements on product/procedures/process/policy to relevant parties
• Record and provide structured feedback and recommendations, verbal and/or written
• Identify training needs to meet quality standards and enable knowledge retention, good behaviors and skills practices and reduce negative customer experience and improve customer satisfaction
• Participate in calibration sessions to maintain consistency in internal evaluations.

Reporting

• Report on recommendations to improve customer services
• Produce reports that reflect support performance
• Accompany evaluations with meaningful and constructive feedback
• Effective teamwork and Self –Management
• Maintain a positive attitude
• Take ownership of driving your career development (skills and knowledge)
• Plan and prioritise, demonstrating abilities to manage competing demands to achieve agreed deliverables
• Communicate effectively, maintain relationships
• Follow any lawful and reasonable instruction from your line manager
• Act as part of the Customer Service and Operations team by assisting other members of the team to achieve common goals
• Consistently live and be an example of the Company values
• Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channel
• Adherence to the company policies and associated company policies and procedures
• Contribute to the team culture in a positive manner

Minimum Academic, Professional Qualifications & Experience

• Relevant qualification/s in a related field
• One year of related experience required and/or 1 year+ of Service Quality/Customer Experience/Quality Auditor/Quality Inspection, preferably in a technology/e-commerce environment
• Experience in the customer service space
• Hands-on experience in quality assurance
• Proven examples of data visualisation abilities and understanding of support metrics

Working conditions

• A balance of Hybrid and office work model, at management discretion
• You may be required to work overtime work from time to time to meet agreed deadlines.

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Job purpose

• To effectively coach and lead their team in achieving the agreed goals by developing the necessary skills of each team member in achieving the required results.
• Developing and managing team performance, offering feedback and demonstrating the desired skills and expected work ethic

Duties and responsibilities

• Lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
• Spot check: Uniform, Orders, staff attendance, process and procedures
• Reporting: Adherence and staff attendance
• Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset.
• Support the team on special projects for continued operating efficiency and growth.
• Provide an operational perspective on Logistics to ensure best practices and protocols.
• Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI’s, specifically related to on-time fulfilment. Daily and weekly KPI reporting.
• Train and develop shoppers.
• Demonstrate consistent application of internal procedures.
• Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organizational needs.

Staff Management

• Allocate schedules to all staff to ensure proper, efficient and effective management of the store orders.
• Conduct regular staff meetings with the team to improve motivation and communication
• Ensure that all staff report to work on time at all times.
• To facilitate training and coaching for staff members who generally lack service delivery.
• Ensure staff members resolve queries. Facilitate and manage queries submitted to head office timeously.
• Identify training needs initiate suitable training to better staff knowledge in their environment

Complaints Management

• Assist and attend to shopper and driver queries
• Resolves escalated customer complaints
• Provide constant feedback to the Area Manager on unresolved customer queries
• Investigate and respond to shopper queries.
• Foresees potential problems before they occur and takes action to prevent them from occurring
• Consults widely with people inside and outside own Branch to solve problems

Report

• To provide weekly feedback on staff performance levels.
• To provide reporting and associated performance insights on a daily, weekly and monthly basis
• Ensures accuracy of reporting
• Ensures real-time reporting is always available and visible
• Reports are accurate and timeously submitted to relevant parties
• Advise and check weekly reports for complaints, downtime reports, store productivity

Qualifications requirements

The following requirements are necessary:

• Be eligible to work in South Africa.
• A valid South African driver's license or a valid South African Professional driving permit (PrDP)
• Clean driving record.
• Must have your own vehicle or motorbike (registration documents to be verified)
• Must have access to a recent smartphone (iPhone 5 / Android 4.4 or newer) for the delivery app and GPS
• 2-3 years Team Leader experience

Competencies and Skills

• Attention to detail
• Time management skills
• Conflict management skills
• Negotiation skills
• Professional verbal and written communication skills
• Responsive
• Effective planning and organising
• Self-directed and motivated
• Interpersonal skills
• Ability to build and maintain relationships
• Resilience
• Decisive and action-orientated
• Assertiveness
• Ability to work independently and under pressure
• High emotional intelligence

Working conditions

• Working conditions cover various circumstances from regular evening and weekend work, public holidays shift work, working outdoors and working with challenging clients.
• Dress Code, the company prides itself in presenting a professional and respectable image to our clients
• As ambassadors of the company, employees are required to be dressed appropriately and presentable and ensure a professional appearance.

 Closing Date 31 July 2025