Job title : Training & Quality Assurance Manager – Customer Experience Hub
Job Location : Western Cape, Cape Town
Deadline : November 23, 2024
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Job Objectives
Customer Centric Delivery
- Develop and execute quality assurance frameworks, processes, and guidelines – make content practical and accessible.
- Design, development and delivery of training programs, quality assurance monitoring and reporting
- Accountable for the development of training content and the build of a knowledge repository
- Research and development of a central knowledge interface accessible to all contact centre teams.
- Contribute to the Development, execution, and measurement of the quality improvement strategies
People (Self, Team & Organisational)
- Empower team members within the Customer Experience Hub to take ownership of their responsibilities towards delivering exceptional customer experiences.
- Foster a culture of accountability, encouraging proactive problem-solving and continuous professional growth within the Customer Experience Hub
- Align individual and team goals with the CX Hub’s objectives to ensure commitment to service excellence.
- Enable high performance teams through effective and high-quality training and development interventions informed by Customer Experience and Data Analytics.
- Promote collaboration and effective communication within the CX Hub and across other departments to enhance overall performance.
- Ensure team members understand their roles and responsibilities, providing clarity and direction as needed to support the CX Hub’s vision.
Governance & Compliance
- Ensuring that the QA and Training team complies with relevant regulations (people, customers etc.) and organisational governance frameworks and standards.
- Drive the operational implementation (where relevant): structures, policies, processes, procedures, and frameworks as aligned with organisational and team requirements.
- Ongoing participation in the identification and mitigation of risks related to QA and Training team delivery team – and where relevant, in the broader Customer Contact Centre context.
Qualifications
- Relevant Diploma, degree or equivalent or relevant work exp – (essential).
- Relevant Courses or Certifications in Quality Assurance, Learning & Development, Training facilitation or equivalent experience – (highly advantageous).
Experience
- +4 years’ experience in a customer interfacing capacity within a Customer Service Centre, Contact Centre, or equivalent role, managing the design, development and delivery of quality assurance and learning solution frameworks, policies, procedures and guidelines – (essential).
- Demonstrable relevant experience will be considered. A proven track record of managing quality assurance and related activities in a contact centre environment
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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