Reports To: Manager - Client Success Quality Management
Division: Enterprise Business
Mission
To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement
Description
Ensure process re-engineering; identify and implement process improvements.
Conduct quality-gap analyses, recommend improvement actions and track implementation to closure.
Effectively execute stated policies and procedures for quality and performance management.
Routinely monitor transactions performed by process owners to identify non-compliance.
Monitor compliance, facilitate performance reviews and report breaches, risks and corrective actions to relevant stakeholders.
Proactively identify environmental constraints to quality delivery.
Prepare quality documentation and reports by collecting, analysing and summarising information and trends: including failed processes, stability studies, recalls, corrective actions and re-validations.
Analyse incident, service and system performance data to identify trends, recurring issues and improvement opportunities.
Monitor planned and unplanned outages, assess customer impact and track corrective actions to resolution.
Track delivery performance, escalate delays and coordinate corrective actions with fulfilment and support teams.
Validate SLA breaches and determine applicable service credits or penalties in line with contractual terms.
Process approved credit notes and chargebacks, maintain supporting records and report financial exposure.
Support the development, monitoring and benchmarking of team and individual quality and performance standards.
Conduct call evaluations, calibration sessions, compliance audits, spot checks and mystery-shopping exercises across processes and customer touchpoints to assess compliance with approved standards.
Report quality deviations and control gaps, track corrective actions to closure, and provide training and coaching to service representatives.
Assist the Quality Assurance Manager in implementing the Quality Assurance recognition programme for 3rd parties.
Requirements
Education:
First degree in any discipline preferably Computer Science, Engineering or equivalent
ISO 9001/2015 Lead Implementer and Lead Auditor certifications, ITIL v4, PMP or PRINCE2.
Master's Degree in a relevant discipline will be an added advantage
Fluent in English
Experience:
3-7 years' experience which includes
Minimum of 3 years' experience in an area of specialization; with experience in supervising others
Experience working in a medium or large organization.