Specialist: Customer Quality

🗏Job Type

Full Time

Purpose of the Position
To analyse quality of client products presented to customers, and in addition, assess, measure and provide insights on the quality from a process & behavioural perspective.

Key Performance Objectives
Tasks

Process Coordination
Ensure process and compliance
Ensure service level industry standards are met at a minimum.
Discuss quality evaluation with Manager Quality Management, making appropriate recommendations and designing schedules for improvement and corrections
Function as information source assisting in development of special department projects, and work in conjunction with the Manager Quality Management

Analytics
Trending analysis and pattern analysis

Understanding KPI’s in the call centre and analysing these
Identify training needs and error-tend rates; provide accurate reports to department project leads
Derive training needs analysis and provide feedback to training managers on skills and training needs

Customer Experience
Understand and codify positive customer behaviours
Analyse customer experience & provide insights
Derive design requirements with customer experience
Ensure that all designs and service offerings impact is measured against customer experience indicators.
Keep track of ROI of customer related initiatives

Qualifications Essential
Diploma Sciences / Maths / Engineering
Degree Sciences / Maths / Engineering advantageous

Experience
3 – 5 years’ experience in a Quality / Analytics role
Experience in Manufacturing / Telecommunications / Banking industries
ID of training requirements based on lack of quality observations

Technical Competencies
Behavioral Economics
Analytics
Business Acumen
Process/Project Coordination
Total Quality Management

Behavioral Competencies

Accountability
Teamwork
Delegation
Interpersonal Support
Perseverance
Motivating
Prioritisation
Analytical Thinking

Job id : , #76688, 130 views,

« Event CoordinatorContribution Co-ordinator »