Customer Experience QA & Insights Lead

Our client, a leading tracking company in South Africa, is seeking the services of a QA & Insights Supervisor to join their Customer Service CX Improvement Centre, based at the head office in Johannesburg. This role is responsible for overseeing and enhancing the Customer Experience (CX) and Quality Assurance (QA) functions within their contact centres, and includes the supervision of a national team of Quality Assessors.

Experience and Qualification

• Matric
• Diploma in Business Administration, Quality Management or a related field advantageous
• Minimum 2 years experience in a call centre Quality Assurance Supervisory role
• Minimum 3 years of contact centre operations experience
• Experience in multi-skilled, multi-site Customer Centres advantageous
• Experience in data analytics, reporting, and performance monitoring.
• Experience in using QA tools and methodologies
• Understanding of QA frameworks...