CRM Investigations & Quality Improvement Specialist

SkillsMap; Sandton; Sur place; ZAR 350 000 - 500 000; Plein temps

Résumé du poste

Amrod is seeking a meticulous CRM Specialist to manage CRM investigations across departments. You will ensure accurate case resolution, conduct thorough root-cause analyses, and implement corrective actions to enhance service quality and reduce internal rejects.

The role involves coordinating investigations, updating CRM data, and generating weekly performance reports to support continuous improvement. A permanent position based in Woodmead, South Africa, with strong emphasis on data integrity

Qualifications

• Minimum of Grade 12 or equivalent.
• National Diploma in Operations or Business Administration (advantageous).
• Proven CRM management and investigations experience.

Responsabilités

• Allocate CRM cases to shifts, departments and managers.
• Support Technical Leads in CRM investigations and root-cause analyses.
• Update CRM systems and tracking sheets with findings and conclusions.
• Ensure 100% of rejected cases are investigated promptly.
• Identify trends in system issues and client complaints.
• Correct misallocated CRM cases by the Customer Care team.
• Update CRM records with feedback from investigations.
• Ensure investigations are completed accurately and timely.
• Compile and distribute weekly CRM reports to managers and technical leads.
• Draft and issue disciplinary warnings based on investigation outcomes.
• Provide weekly feedback on anomalies identified during case capturing.
• Collaborate with Shift, Operations and Technical Managers on strategic projects.

Connaissances

CRM management

Investigations

Quality assurance

Data analysis

Reporting

English communication

Formation

National Diploma in Operations or Business Administration

Grade 12 or equivalent

Outils

MS Office

Outlook

Excel

Description du poste

Amrod is seeking a meticulous CRM Specialist to manage CRM investigations across departments. You will ensure accurate case resolution, conduct thorough root-cause analyses, and implement corrective actions to enhance service quality and reduce internal rejects.

The role involves coordinating investigations, updating CRM data, and generating weekly performance reports to support continuous improvement. A permanent position based in Woodmead, South Africa, with strong emphasis on data integrity