HOD Quality Assurance - 30240095

Develop and manage objective analysis of customer care and products and service delivery including hiring/selection, training, inventory management, testing and assurance
Help maintain a professional and positive environment by leading by example inspiring positive reinforcement by using creative and motivating techniques
Work closely with Customer Care Management to ensure all quality assurance expectations are met.
Prepare monthly evaluations in order to coach and recommend training objectives.
Provide administrative and technical training & development services including planning, administration, organization, and facilitation of Vodacom products and services training programs.
Performance management as well as record keeping & updating, reporting, training & development policy & procedures custodian
Work with various groups within the business to test, develop and launch new or enhancements to existing products and services.
work with the team of trainers ensuring that all frontline staff (Call center and retail outlets) are fit for their roles as a customer touch point. Working with the quality assessors, the training manager will use input from the quality assessor to develop value adding training interventions that will drive service performance and impact customer experience positively.
University Degree and above is preferable
Qualified candidates will have a Business or Information Technology degree or diploma with 5+ year’s minimum high revenue/sales background with supervisory experience in a sales/contact center environment or client relationship.
Prior training/quality assurance experience is a must as this is a position put in place to continually audit the customer service process and make reports/recommendations to improve on a constant basis

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