Foschini Vacancies in Witbank – Quality Assessor

Job Description:

A challenging position exists in the Financial Services Credit Sales and Services department for an analytical yet vibrant individual to join the QA team.

Job Responsibilities:

• Understand operations performance of quality metrics and share best practices
• Manage and execute feedback by providing trend data and make recommendations for changes to process, procedures, knowledge, design,
• quality measurement and training.
• Ensure that evaluations are completed within the agreed timelines
• Monitor, report and analyse quality, customer satisfaction metrics by identifying trends and root causes
• Ensure fairness and consistency in assessment practices
• Execute business coaching principles diligently and effectively in line with EX and CX standards.
• Apply coaching for performance principles in all operational interactions.
• Ensure consistent compliance to company policies and procedures, credit governance and legislation
• Identify opportunities based on QA that supports training needs, knowledge gaps and process improvements and escalate to the relevant stakeholders
• Adhere to a detailed outline for the effective management of quality and credit governance to enable compliance and service offering efficiencies.
• Investigate all non-compliance issues and provide recommendations to ensure corrective action
• Monitors adherence to QA standards as described in the evaluation tool
• Identify non adherence and potential risks based on the relevant legislation and business requirements
• Meet quarterly Quality Assessors accreditation KPI’s to ensure that QA principles are being adhered to.
• Conduct coaching and counselling accordingly in line with departmental requirements and internal operations support standards.

Job Requirements:

• Ability to work in a pressurized and deadline driven environment
• Effectively persuade and influence relevant stakeholders
• Excellent attention to detail, planning and problem solving skills
• Preference will be given to candidates with the ability to read, write and understand Xhosa and Zulu
• Excellent written and communication skills
• Strong numerical and analytical skills

Qualification & Experience:

• Working experience with voice logging systems
• Intermediate MS Office skills
• Matric
• Relevant qualification (advantageous)
• Minimum 2yrs Quality Assessor and business coaching experience
• 2yrs experience in a contact centre environment
• FAIS RE5 accredited (advantageous)
• Be willing to commit to continuous learning

Job Details:

Company: The Foschini Group – TFG

Vacancy Type:  Full Time

Job Location: Cape Town North, Western Cape, SA

Application Deadline: N/A