SUMMARY:
The Role:
A self driven and motivated new talent who is passionate about quality and learning to join our Service Management Centre: Service Desk team.
Be responsible for optimizing the levels of technical (product, process system) competence of employees within the service desk environment, through a customer centric and business align...
POSITION INFO:
The Role:
A self driven and motivated new talent who is passionate about quality and learning to join our Service Management Centre: Service Desk team.
Be responsible for optimizing the levels of technical (product, process system) competence of employees within the service desk environment, through a customer centric and business aligned quality management and training process; Data analysis, processing data queries and preparing reports dashboards across the Division; and be responsible for setting and conducting system data audits, gathering of data and metrics to compile reports and for testing reporting updates and changes.Â
With a robust strategy focusing on People, Process and Technology, this company believes that their culture and the quality of our people are their greatest strength. As such, we need to employ top talent to support our key business functions.
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Skills and Experience:
Essential qualification:
- A Quality and Training or related qualification
Essential Experience:Â
- 1â?? 3 yearsâ?? experience in data analysis
- 3 - 5 years experience in Quality assessment and Technical Training
- 2 - 4 years experience working in a Service Desk or related
- Experience in Quality Assurance, Technical training and Technical Writing
- Knowledge of contact centre processes, technology and QM Training processes and methodologies
Key Accountabilities:
KPA''s:
- Provide quality management [QM] and training input into departmental strategy
- Ensure delivery and alignment of the QM and training to strategic and operational plans
- Design, develop, implement and administer Quality management requirements and training components of the Service desk operational plans
- Align quality management with customer satisfaction
- Implement and monitor a coaching feedback loop for continuous improvement [incl. calibration sessions]
- Optimise overall quality performance by ensuring that the business requirements are met within the agreed timelines [incl. target / audits / feedback / coaching sessions] to the relevant stakeholders
- Involvement in training needs identification, plans and co-ordination for new/existing employees utilizing relevant needs assessment tools in consultation with relevant stakeholders
- Ensure QM and Training reports are compiled and analysed to provide feedback on quality related issues to the relevant stakeholders [incl. trends, adhoc risk investigations, issues] within agreed timelines
- Implement and maintain best business practice quality assurance and training methodology to identify opportunities for improvement, offer suggestions and recommendations
- Maintain and deliver data, dashboards and reports
- Process data queries
- Develop new reporting and dashboards
- Adhere to service level agreements and quality standards
Personality and Attributes:
- Professional and customer service orientation
- Work within a team to achieve common goals and work independently
- Ability to learn quickly
- Experience in mentoring and coaching individual
- Multi-task and follow through effectively
- Work in a highly pressurized and target driven environment Â
- High attention to detail
- Excellent communication skills (written and verbal) at various business levels
- Strong organizational and co-ordination ability
- Analytical and strong report writing skills
- Effective listening skill with an ability to probe and document outcomes
- Exceptional planning and time management skills
NB! This job is now closed. You can apply for other jobs by uploading your CV.
