Quality Excellence Manager - Randburg Verfied

Salary Negotiable Randburg, Gauteng Randburg, Gauteng more than 14 days ago 21-10-2014 1:52:58 PM
18-11-2014 1:52:58 PM
One of South Africa’s leading companies in the Media and Entertainment space is on the lookout for a talented and focussed Quality Excellence Manager.

Roles and responsibilities

* Develop, optimise and implement quality standards in order to continuously improve processes in Customer Care division

* Benchmark Customer Care quality with the best in industry

* Negotiate and build consensus on quality procedures and standards

* Provide functional, technical or process leadership

* Drive implementation of defined processes

* Develop strategies:

o To measure and improve customer loyalty

o To make customers advocates for the products and services

o To create happier and more satisfied customers

* Provide inputs to Operations team for SLAs, Root Cause Analysis and Incident Management

* Manage a team of process and information reporting analysts; set targets and manage performance

* Plan and organize Digital Media product awareness campaigns for internal staffs

* Promote innovation, efficiency and customer focus in service delivery


Education & Experience:

* Must have a Degree or Diploma in Business Analysis/ Relevant Qualification

* Proven capabilities in leading and managing a team for at least 3 years

* Familiar with measuring and monitoring of metrics and dashboards

* Familiar with the concepts of process improvement and efficiency


Knowledge:

* The candidate possessing following will be preferred:

* User experience and understanding of Digital Media products and services

* Experience of setting up Quality function in an organization

* Association with QA forums and communities

* Certifications / rewards in the field of Quality Excellence e.g. Total Quality Management, Six Sigma etc

* Awareness of Product Development Life Cycle


Functional Competencies:

* Proficient in using Microsoft Office suite to make presentation at management level

* Analytical and problem solving skills

* Customer service quality and productivity measures

* Strategy execution

* Strong relationship across organizational levels and Stakeholder Management skills

* Drive performance of the team to deliver results


Behavioural Competencies:

* Deadline driven

* Achievement oriented

* Communication skills (both written and verbal)

* Relationship building

* Innovative / creative thinking

* Influencing skills

* Implementation Management

* Negotiation skills

* Change Management

* Risk Management

* Business Networking

Recruiter: Studio 29