Role purpose:

The Quality Assessment Supervisor is responsible for ensuring quality service is delivered to all customers who seek service from our Call Centre, retail points and other touch points. Accountable for robust customer experience through identifying knowledge gaps, issues with our processes, technology and all behavioral which impact our customers; make sure feedback is channeled to the right persons, on time. All this should be in line with the Customer Service strategy.

Key accountabilities and decision ownership

• Perform an audit Calibration for the quality delivery on the quality assessors, and report on findings and recommendations. 

• Provide assurance on the service quality at the various touch points (Call Centre, Retail, social media etc) and proactively provide feedback to management on recommendations to continuously improve quality. Liaise with all relevant role players in the event of disputes regarding customer satisfaction.

• Measure and report on all Quality trends, activities and issues for improvement.

• Assist business partners with quality campaigns, coaching and identifying training needs.

• Act as a liaison between external suppliers and internal customers where applicable.