Purpose of the job

To monitor, evaluate and assess all channels of user interactions with the Service Centres in order to support the Service Centres in identifying efficiencies/ inefficiencies and ultimately maintaining and improving customer satisfaction as part of the Service Centres’ commitment to continuous improvement.

Key Responsibility Areas

Responsible for monitoring and assessment of quality of service delivery by Service Centre representatives to identify inefficiencies and areas of improvement on individual level. Support in identification of areas of improvement in processes and procedures that could improve customer service, productivity and performance. Conduct user satisfaction surveys and record customer complaints; make recommendations on enhancements to existing products and services. Partner with Operations and Training to create and participate in specific action plans that address improvement opportunities for individuals and across the Service Centres. Provide continuous & monthly feedback to Service Centre Management.

Qualifications and Experience

Minimum: 1 - 2 year National Higher Certificate in Information Technology/or equivalent. Knowledge of Operating Systems (ARS/ITSM7; Aspect; Nice System). Experience: 3 -4 years experience in Quality Assurance in a relevant environment.

Experience must include a minimum of 2 years CallCentre Team Leader experience. Coaching and Training experience. Proficiency in or (Xhosa, Zulu, Ndebele, Afrikaans, Venda and Tsonga)

Technical Competencies Description

Knowledge of: Nice Sytem, Aspect and ITSM7 applications; Quality Assurance processes and standards; Full incident life cycle management – logging, classifying, routing, resolution and closure – According to SLA’s; Operational business rules, processes, work instructions and procedures. Skills: Excellent interpersonal and Communication skill; Computer Literacy; Problem solving and decision-making skills; Analytical skill; Numerical ability to compile stats; Planning and Organization skills; Assertive and a team player yet able to work independently; Able to take ownership and responsibility for the function.

Closing Date: 27 March 2015

Correspondence will be entered to with shortlisted candidates only.