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Reference : QR3419
Job Title : Customer Experience Quality Manager
Sector Title : Marketing & Branding
Area : Johannesburg

Responsible for setting up and managing the Customer Experience stereo The ability to bring together various departments and negotiate a collaboratively built customer centered solutions Manage and centrally own all business processes and procedures Design and manage the various SLAs with internal business partners Maintain journey maps defining the customer experience Responsible for monitoring and analyzing customer data and ensuring continuous improvement Manage the SLA with our outsourced contact center

Key Performance Areas
Complaints Management
Performance monitoring Conduct regular customer experience quality monitoring and moderation sessions within the area of responsibility to ensure compliance with company policies processes and procedures
DSG monitoring SLA

Policies and Procedures
Establish and monitor customer experience policies and procedures
Ensure that the customer centric policies are embedded into the business by gaining buyin across the whole business
Ensure that there is successful integration into a customer centric way of delivering change
Prioritize and evaluate new customer experience opportunities
Implement and manage customer experience project plans
Undertake all elements of internal communication of Customer Experience thought leadership best practice and progress updates
Transfer expertise and knowledge from customer experience working practices to the wider business including maintaining knowledge of best in class brands competitor experiences and regulatory implications

Measurement of Strategy Delivery
Ensure seamless rollout of Customer Experience infrastructure
Implement mechanisms to drive Customer Experience contribution to the companysvalidity and prosperity

Business Processes
Document business processes
Drive continuous improvement
Ensure alignment to internal standards and service measures
Ensure continuous improvement initiatives

SLA Management 3rd party and internal SLA
Ensure quality and integrity of the Service Level Management process
Be the interface to the customer and to the other process managers
Assess Customer Experience process framework execution
Develop stakeholder relationships &ndash 3rd party and internal business units
Developing managing and administering service management best practices
Monitoring SLA performance for compliance with organizational needs and requirements

4 to 6 years working in the Customer Experience/Service Field
2 year contact center supervisor/management
2 to 3 years management level
Must have Matric
Preferably degreed Business Information Systems Marketing
Preferably NQF equivalent
MS Project
General Computer Literacy
Telephony Management
BI Reporting Tools

Knowledge and Skills
Strong personality to drive and manage the Steer Committee objectives
Strong communication skills capable of understanding and interpreting customer marketing sales and service related processes
Ability to articulate requirements in a simple yet effective manner for ease of understanding and onboarding
Pragmatic practical approach to quick wins as well as wellthought through decisions for long term vision
Persistent to ensure implementation
Ability to work well with teams to gain their feedback and work in a coordinated fashion
Project Management skills
Process design and maintenance
Customer Experience strategies and knowledge of trends
Customer Research basics

Salary Market related

Please forward updated resume in MS Word with your application Note if no correspondence is received within 6 weeks of your application please consider your application as unsuccessful


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