Quality Assurance Controller

 

Recruiter:

Marshalls World of Sports

Job Ref:

HR0091

Date posted:

Tuesday, November 29, 2022

Location:

durban north, KwaZulu-Natal, South Africa

Salary:

Negotiable


SUMMARY:
The primary objective in this role is to comply with all mandatory requirements, manage internal and external customers and deliver excellent customer service for the MWOS Group. Your role is to support, The Operational requirement for the SQA’s consists of the following with regards to the new Quality Framework

JOB DESCRIPTION:

 

KEY PERFORMANCE AREAS AND RESPONSIBILITIES

 

Key Performance Area
  • Performance Outputs

Operational  
  • Complete end-to-end agent assessments in order to ensure that the customer’s experience with the Call Centre results in First Call Resolution and Transactional Net Promoter Score (tNPS);
  • Coach and feedback to agents to ensure FCR improvement;
  • Support the Team Leaders and Supervisors with feedback, urgent call traces, trend analysis and other adhoc support functions;
  • Attend Quality Framework calibrations and team meetings;
  • Visit Business partner sites and do side by side call listening and capture process gaps;
  • Perform and report Gap analysis;
  • Publish reports and track progress;
  • Compile reports on analysis completed;
  • Coach QA’s and TL’s within Business unit, found non adherence to the set model;
  • Monitor sampling methodology at the beginning of each month;
  • Fortnightly reviews to check progress and address issues;
  • Knowledge of Telecomms products and services;
  • Developing and implementing standards for inspection;
  • Developing plans to help the company manage waste;
  • Ensuring that standards and safety regulations are observed;
  • Creating training material and operating manuals;

Customer + Relationship
  • Providing excellent, good quality customer service at all times;
  • Ensuring that your workplace is clean and presentable for MWOS customers;
  • Ensure customers are aware of all bet types in order to increase customer satisfaction;
  • Ensure communication skills are excellent in order to provide information to customers clearly and concisely;

Leadership + People
  • Ensuring that breaches in policy is reported to the Assistant/Branch/Regional/HR Manager;

Innovation
  • Make recommendations and suggestions of advertising/marketing opportunities to the Marketing Department;
  • Make recommendations on how to increase performance and branch profit;

KNOWLEDGE, SKILLS AND ABILITY REQUIRED (COMPENTENCY)

COMPETENCY LIBRARY

Technical Competencies:

  • Conflict management skills
  • Coaching and Feedback
  • Problem solving skills
  • Stress management
  • Communications skills – verbal and written is essential
  • Facilitation skills
  • Interpersonal skills
  • Analytical skills to be able to assimilate data from different sources and create actionable insights

CRM Tools advantageous

  • Extensive Knowledge of QC techniques (Call Evaluation, Coaching, Feedback, Data Analysis)
  • Proficiency in MS Word, MS Excel & MS PowerPoint

 

Generic Competencies:

  • Inter and Intrapersonal Skills
  • Communication Skills – written + verbal
  • Problem solving skills
  • Accuracy + Attention to detail
  • Time Management Skills
  • Co-ordination Skills
  • Team Working Skills
  • Professionalism
  • Honesty + Integrity
  • Innovative
  • Patience + empathetic

 

Values

  • Passion
  • Proactive
  • Accountability and Ownership
  • Change
  • Teamwork
  • Service Excellence
     

 Minimum Requirements:

  • Matric
  • A relevant Degree/Diploma or 3 yrs experience in Quality management frameworks
  • 1yr Experience in Business analysis / Business Improvement/ Data analysis
  • Customer Experience methodologies
  • Agile methodology

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.


 

 

 

Similar jobs you might be interested in:

Support Technician
Location: Durban
Salary:
Signa Opportunity is recruiting unemployed youth for quality workplace experience through the Youth Employment Service (YES) initiative.About the YES InitiativeThe President launched the initiative in 2018 and is a partnership with the government and labor department to collectively devise a national plan to build economic pathways for South Africa’s youth by creating workplace opportunities...
5 days ago


Donor Recruiter
Location: Durban
Salary: 20000 Monthly
Join a well-established international non-profit organisation dedicated to saving lives through stem cell donations. We are seeking a passionate Donor Recruiter to raise awareness, educate communities, and inspire individuals across South Africa to join the donor registry. 
5 days ago


Quality Technician
Location: Durban
Salary:
Our client, a national manufacturing company, part of a large listed Group, seeks your expertise to conduct quality Control to achieve quality Standards and meet customer’s expectations.
9 days ago


Product Technologist / QA - Food / Personal Care Manufacturing
Location: Kwazulu-natal
Salary: Monthly
A well-known international food and personal care raw material ingredient company requires the above to manage all product development and quality assurance functions ensuring that the planning, implementation, maintenance and running of BRCGS as well as scheduling all internal audits is conducted correctly.
10 days ago


Full Stack Developer
Location: Pinetown
Salary: 55000 Monthly
An exciting opportunity for a skilled Full Stack Developer to join an innovative tracking company. You will be responsible for supporting the business in terms of App development and maintenance. The ideal candidate should be proficient in .NET Core, C#, SQL, Test Libraries, Front end frameworks (Angular / React Vue).
11 days ago


Academic & ETQA Coordinator
Location: Pinetown
Salary:
MAIN JOB PURPOSEThe incumbent will be responsible for the coordination of allocated campus projects, related duties and providing administrative support to the ETQA Manager, Facilitators, Assessors and Moderators.The incumbent will implement all processes relating to the department in accordance with the quality Management System and satisfying all SETA requirementsQUALIFICATIONS & EXPERIENCEâ...
12 days ago


Workplace Host Coordinator
Location: Pinetown
Salary:
MAIN JOB PURPOSEThe Host Coordinator is responsible for managing and nurturing relationships with host employers, ensuring the successful placement and retention of learners in host environments. This role involves introducing Subject Matter Experts (SMEs) to identified, approved host employers, implementing all activities necessary for matching learners to appropriate hosts, and overseeing the wo...
12 days ago


Campus Operational Manager
Location: Durban
Salary:
12 days ago


Head of Operations
Location: Durban
Salary:
We are seeking a dynamic, forward-thinking, and results-driven Head of Operations to join our leadership team. This is your opportunity to drive operational excellence, streamline processes, and scale operations for a high-growth company.
19 days ago


Paint Shop Manager
Location: Pietermaritzburg
Salary:
22 days ago


Create a free job alert for Quality Assurance Controller in durban north, KwaZulu-Natal

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions

 

Jobseekers

Register your CV Search jobs CV writing

Recruiter

Advertise jobs Search the CV database

General

Disclaimer Terms and conditions Privacy policy Cookie policy POPIA manual Unsubscribe

© Copyright 2024 Job Placements. All Rights Reserved.