Job Description

As the Shoprite Group expands both its traditional supermarket and digital commerce online services across brands, the Customer Experience Hub is a key customer experience differentiator for the Group. The purpose of the Customer Experiene Hub Training & QA Manager role is to co-design, develop and deliver robust customer quality assurance frameworks, processes, and guidelines for customer care agents. Responsible for creating a robust training programme and oversight of all training assets developed by their team or in the business to ensure they align to the training and system requirements of the department. The role works very closely with our Customer Service Managers 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. Even when things go wrong, this role empowers our agents to provide our customers with a speedy and appropriate resolution to make things right! The role reports to the Senior Contact Centre Operations Manager and oversees operational quality assurance and training with a team of Customer Service QA Specialists and Customer Service Training Facilitators. As an integral part of the Customer Service operation, these team members often need to observe, coach or role model the intended customer interaction behaviours, the correct system use or process approach.To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.Job Advert Details
Job Category Customer Service
Job ObjectivesCustomer Centric Delivery

• Develop and execute quality assurance frameworks, processes, and guidelines - make content practical and accessible.
• Design, development and delivery of training programs, quality assurance monitoring and reporting
• Accountable for the development of training content and the build of a knowledge repository
• Research and development of a central knowledge interface accessible to all contact centre teams.
• Contribute to the Development, execution, and measurement of the quality improvement strategies

People (Self, Team & Organisational)

• Empower team members within the Customer Experience Hub to take ownership of their responsibilities towards delivering exceptional customer experiences.
• Foster a culture of accountability, encouraging proactive problem-solving and continuous professional growth within the Customer Experience Hub
• Align individual and team goals with the CX Hub's objectives to ensure commitment to service excellence.
• Enable high performance teams through effective and high-quality training and development interventions informed by Customer Experience and Data Analytics.
• Promote collaboration and effective communication within the CX Hub and across other departments to enhance overall performance.
• Ensure team members understand their roles and responsibilities, providing clarity and direction as needed to support the CX Hub's vision.

Governance & Compliance

• Ensuring that the QA and Training team complies with relevant regulations (people, customers etc.) and organisational governance frameworks and standards.
• Drive 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 Customer Contact Centre context.

Qualifications

• Relevant Diploma, degree or equivalent or relevant work exp - (essential).
• Relevant Courses or Certifications in Quality Assurance, Learning & Development, Training facilitation or equivalent experience - (highly advantageous).

Experience

• +4 years experience in a customer interfacing capacity within a Customer Service Centre, Contact Centre, or equivalent role, managing the design, development and delivery of quality assurance and learning solution frameworks, policies, procedures and guidelines - (essential).
• Demonstrable relevant experience will be considered. A proven track record of managing quality assurance and related activities in a contact centre environment

Knowledge and Skills

• Understanding of quality assurance, performance evaluation and performance improvement interventions - (essential).

Shoprite Holdings