Customer Experience QA & Insights Lead

PPC Recruitment; Randburg; On-site; Full time

Job description

Our client, a leading tracking company in South Africa, is seeking the services of a QA & Insights Supervisor to join their Customer Service CX Improvement Centre, based at the head office in Johannesburg. This role is responsible for overseeing and enhancing the Customer Experience (CX) and Quality Assurance (QA) functions within their contact centres, and includes the supervision of a national team of Quality Assessors.

Experience and Qualification

• Matric
• Diploma in Business Administration, Quality Management or a related field advantageous
• Minimum 2 years experience in a call centre Quality Assurance Supervisory role
• Minimum 3 years of contact centre operations experience
• Experience in multi-skilled, multi-site Customer Centres advantageous
• Experience in data analytics, reporting, and performance monitoring.
• Experience in using QA tools and methodologies
• Understanding of QA frameworks, compliance, and best practices

KPIs

• Maintain and improve Quality Assurance processes and compliance standards for all Contact Centre departments and functions
• Supervise, motivate and develop a team of Quality Assessors to drive quality, efficiency and enhance customer experience
• Plan and forecast Quality Assessor team workload to ensure auditing requirements are met in a timely manner for all business units
• Generate insights into teams for coaching, feedback, and assisting in meeting business goals and objectives
• Execute the communicated Quality Assurance strategy
• Recommend ongoing training needs and coaching plans based on trends analysis
• Plan and implement campaigns and mystery shopping events as requested by the reporting manager
• Assure consistency in quality processes and adherence to processes and procedures
• Recognise and implement opportunities for improvement
• Implement/recommend customer satisfaction surveys and voice of the customer to measure and derive insights to drive customer experience across all touchpoints, products and processes.
• Assist with reporting, as requested by the reporting manager
• Explore opportunities for business improvement and drive the implementation thereof. Present measurable value to ideas and implementations completed