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.
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