Quality Excellence Manager - Randburg Verfied

Salary Negotiable Randburg, Gauteng Randburg, Gauteng more than 14 days ago 16-04-2015 1:28:00 PM
07-05-2015 10:12:46 AM
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