Customer Service QA and Training Manager

Our client has an opportunity available for a Customer Service QA and Training Manager.

Requirements:

• Relevant Diploma, degree or equivalent - essential.
• Relevant Courses or Certifications in Quality Assurance, Learning & Development, or equivalent experience would be advantageous.
• 3+ years’ experience in customer interfacing 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.
• A proven track record of managing quality assurance and related activities in a contact centre environment - essential.
• Demonstrable knowledge of customer services practices within the FMCG, retail sector, understanding of quality assurance, performance evaluation and performance improvement interventions - essential.
• Exposure to statutory requirements, applying and monitoring relevant laws, regulations, and best practices as they relate to customers - essential.
• Exposure to evolving technologies and future orientated opportunities on Contact Centres, social media, bots etc and the role the quality assurance function plays in supporting process development would be advantageous.

Responsibilities:

• Provide inputs and writing resource motivations with supporting information to ensure that the QA and Training team is appropriately structured and resourced to deliver.
• Ensure that the QA and Training team complies with relevant regulations.
• Support with develop financial objectives by providing cost estimates and budget inputs.
• Ensure succession development plans are in place and take responsibility for the development of an operational talent pool.
• Work closely with the Data & Performance team to understand data and quality needs.
• Ensure adequate training prior to issuing usernames or access to systems.
• Serve as the administrator for all contact centre system setups
• Oversee the development and implementation of quality programs.