SENIOR OFFICER: QUALITY ASSESSMENT

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Job Category: Senior

Job Type: Permanent

Location: Head Office

Salary: R579 259.00 per annum, negotiable

Closing Date: 09 September 2026

Purpose of the job: Reporting to the Manager: Customer Experience Centre Enablement, the
successful incumbent is responsible for ensuring that quality standards and procedures are met
and aligned with relevant legislation and regulations in order to ensure sound corporate
governance processes in the customer experience centre.

Qualifications and Experience

▪ Bachelor’s Degree or Advanced Diploma in a Quality Management related qualification.
▪ Postgraduate in a Quality Management related qualification will be an added
advantage.
▪ Relevant 5-7 years’ experience in a quality assurance related environment.
▪ Experience in a customer experience related environment will be an added advantage.

Technical and behavioral competencies required

▪ Planning, organising and coordinating.
▪ Personal mastery.
▪ Judgment and decision making.
▪ Ethics and values.
▪ Client service orientation.
▪ Proficient with PowerPoint, Excel, Word, and MS Project.
▪ Strong understanding of operations.
▪ Project management.
▪ Strong understanding of quality metrics and KPIs.
▪ Quality testing.

Key Performance Areas

Quality Assurance
▪ Participate in setting up the call monitoring and quality monitoring systems in the
customer centre to drive continuous service improvement.
▪ Identify areas for improvement in service delivery based on customer feedback and
resolve or recommend to management accordingly.
▪ Operate the quality monitoring and data acquisition system; compile and track
performance for individuals and the team to drive customer service improvement.
▪ Design a customer call back procedure for both scheduled and customer Adhoc call
backs.
▪ Ensure compliance to Quality requirements in all the processes.
▪ Monitor customer interactions through call monitoring and logging systems, identify
service.
▪ Challenge and recommend solutions to drive customer satisfaction
▪ Maintain and develop internal support and customer centre quality standards.
▪ Participate in the design of call monitoring formats and quality standards.
▪ Perform daily QA analysis of internal and external calls.
▪ Provide recommendations for improvement to call flow, QA guidelines and training.

Reporting
▪ Prepare and submit reports as and when required to provide progress updates and/or
inform management decisions.
▪ Develop reports/ implement policies/ procedures and guide the process through the
alignment of the documents to the overall Organisation’s Strategy.
▪ Develop functional reporting systems, for management, projects or performance
reporting.
▪ Prepare proposals, briefings, presentations, reports, and other documentation and
provide management information both verbally and in report format.

Stakeholder Management
▪ Facilitate and manage communication with relevant internal and external stakeholders in
relation to investments and proactively and progressively manage the relationships.
▪ Manage relationships with service providers.
▪ Communicate with all levels of stakeholder contact.
▪ Represent the Fund in relevant external activities and events.roactive and progressive
relationships with key stakeholders.
▪ Deal with inquiries and requests for information from both internal and external
stakeholders.

NB: “The organisation offers Total Employment Cost packages with no additional contributions from
the Employer, successful candidates are required to structure their packages in a manner
that will suit their needs”

NB:
The organisation subscribes to the principles of employment equity and
preference will be given to People with Disabilities.

• Applicants who have not received any correspondence from us within six weeks
  from the closing date can consider themselves unsuccessful
• Security Vetting shall be conducted on all prospective employees
• It is the applicants’ responsibility to have foreign qualification evaluated by the
  South African Qualification Authority (SAQA) and to provide proof of such
  evaluation.

For job related information, please contact Sipho Luthuli: sipho@ditshaba.co.za

Click here to apply

We wish you all the best with your applications