Customer Service Qa & Training Manager

Vacancy Details
Employer:
Important Company
The purpose of the Customer Service QA &
Training Manager role is to co-design, develop and deliver robust customer quality assurance frameworks, processes, and guidelines for customer care agents. The role works very closely with our Customer Service Manager and other cross-functional teams to create learning content and collateral, coaching methodologies and other service boosters that supports new and existing customer care agents and respond efficiently and effectively to any service areas that require immediate and ongoing improvement, as identified through quality assurance observations, data insights and other performance analysis sources.
**Responsibilities**:
Customer Centric Delivery
- Together with the Customer Services team and other stakeholders, define, design, develop, and deliver Service Excellence frameworks and metrics that enable accurate performance assessments that quantify customer satisfaction and support the identification of areas for remedial action or improvement.
- Develop and execute quality assurance frameworks, processes, and guidelines - make content practical and accessible.
- Oversee the development and implementation of quality programs, monitoring and reporting
- Develop, execute, and measure the quality improvement strategies
- Perform quality assurance reviews against the service excellence processes and metrics to identify gaps for remedial action or improvement.
- Identify policy, process and business improvements through quality assurance outcomes and trends.
- In conjunction with the Customer Relations Manager, collaborate with other departments to drive the quality standards and processes across the business to ensure that issues are identified and fixed at source and across the end-to-end process.
- Continuously review quality standards and evaluation documents for customer care agents and align to business goals and customer preferences as required.
- Prepare and analyse quality assurance reporting to Important Company a snapshot of challenges and opportunities that empowers various stakeholders with decision making and independent inputs from the -voice of the customer-.
- Serve as the administrator for allcentre system setups C4C, Nice, Cisco.
- Use quality assurance and performance reporting tools to inform training and development inputs and the appropriate delivery mechanisms.
- Work alongside the Learning and Development team and other stakeholders to build training content and learning aids that support new and current agents effectively.
- Determine the most appropriate methods for agents to grow their knowledge, diversify their service delivery and build confidence across brands, products, and platforms - establish their learning curves and associated learning paths to support the team with resource capability and capacity allocation.
- Important Company coaching and mentoring approaches and support by role modelling ideal methods and empowering team leads and managers to successfully replicate these.
- Ensure adequate training prior to issuing usernames or access to systems.
- Identify connections between various areas and leverage functional capabilities to inform and improve service delivery in thecentre to our customers.
- Together with Customer Services teams and other business stakeholders, create strategies to improve and support KPI-s - establish shared goals and standards to mobilise shared strategies and solutions that benefit our customers.
- Work closely with the Data &
Performance team to understand data and quality needs and support with implementing these - managing change through specific communication and/or content to explain changes, their value and functionality.
- Host calibration sessions to drive consistency across all Customer Services teams.
People Self, Team &
Organisational
- Aligning with the Important Company values and leadership behaviours.
- Focus efforts on the Customer Service QA Specialists and Customer Service Training Facilitators to enable them to take ownership of their responsibilities to the Customer Services team and other stakeholders.
- Leading and developing the QA and Training team to deliver on evolving services to our customers against Important Company KPI-s and service standards and taking responsibility for learning and development initiatives across the team.
- In partnership with the People Team, ensure succession development plans are in place and take responsibility for the development of an operational talent pool by optimising the skills of the existing team.
- Supporting the enablement of an innovative, agile and customer centric culture where employees are supported, empowered, and valued within the QA and Training team.
- Supporting the enablement of an employee wellness culture to ensure that employees are supported mentally, physically, and emotionally.
- Supporting the enablement of a culture of open and transparent communication to ensure that employees are
Informed of developments timeously.
Financial, Reporting and BI
- Supporting with developing financial objectives by providing cost estimates and budget inputs.
- Managing where applicable the QA and Training team-s operational costs and budget.
- Providing and sharing relevant insights to shape customer service agent experiences with systems, processes and content and respond to their preferences.
- Together with other stakeholders, support the preparation of performance reports, and report daily/weekly/monthly on the various QA performance levels, activities and focus areas underway in the team - number of training interventions etc.
Governance &
Compliance
- Ensuring that the QA and Training team complies with relevant regulations people, customers etc. and organisational governance frameworks and standards.
- Support with the operational implementation where relevant:
Structures, policies, processes, procedures, and frameworks as aligned with organisational and team requirements.
- Ongoing participation in the identification and mitigation of risks related to QA and Training team delivery team
- and where relevant, in the broader CustomerCentre context.
Future-Fit
- Providing inputs and writing resource motivations with supporting information to ensure that the QA and Training team is appropriately structured and resourced to deliver on its mandate with the right people in the right roles with the right capabilities at the right time.
- Providing inputs and ideas re:
Technology requirements to enable a seamless customer experience.
- Operationally overseeing the QA and Training team integration with other functional areas across the Group.
- Managing strong foundations on which to build the continuous development, improvement, efficiency, and
Success including an environment that fosters innovation and delivery. Ensuring that the Group remains
Contemporary in customer services - QA and Training practices.
**Requirements**:
Relevant Courses or Certifications in Quality Assurance, Learning &
Development, or equivalent experience
- highly advantageous.
+3 years
- experience in a customer interfacing capacity within a Customer Service Centre,Centre or
Equivalent role, managing the design, development and delivery of quality assurance and learning solution
Demonstrable knowledge of customer services practices within the FMCG, retail sector, understanding of quality
Assurance, performance evaluation and performance improvement interventions - essential.
They relate to customers - essential.
Exposure to evolving technologies and future orientated opportunities onCentres, social media, bots
Etc and the role the quality assurance function plays in supporting process development - highly advantageous
JOB TYPE
Work Day:
Full Time
Employment type:
Permanent Job
Salary:
Negotiable
JOB REQUIREMENTS
Minimal experience:
Unspecified