CSC Quality Assurance Evaluator

Job Title: CSC Quality Assurance Evaluator
Department: CSC
Closing Date: 2016/07/20
Job Type: Permanent
Location: Cape Town, Western Cape

Key Purpose: Evaluate the quality of customer interactions, processes and systems and make recommendations for improvement in order to meet customer service objectives.

Key Responsibilities:

  • Customer Relationship Management
  • Quality Assurance
  • Operational Management

Specific Outcomes:

  • Consults and interacts with key internal and external stakeholders to improve customer service delivery
  • Investigates, facilitates and resolves non-conformance customer issues 
  • Monitors the results of implemented corrective action 
  • Conducts internal quality audits 
  • Develops audit reports including trends and individual team performance 
  • Conducts root cause analysis 
  • Prepares monthly trend analysis reports for the whole of CSC 
  • Creates and maintains databases of Quality Assurance findings 
  • Provides expert advice and guidance on compliance issues 
  • Conducts case studies for agent development 
  • Reviews CSC business processes at agreed intervals 
  • Monitors random calls to improve quality, minimise errors and track operative performance 
  • Identifies and recommends improvement initiatives e.g. processes, structures or procedures 
  • Utilises computer software packages to produce correspondence, spreadsheets, reports and presentations

Education & Experience:

  • Grade 12 or equivalent 
  • Minimum 2 – 3 years in a the CSC working environment.

Knowledge, Skills & Attributes:

  • An in depth knowledge of the CSC and the supply chain
  • Detailed SAP knowledge (understanding from a credit and distribution perspective as well as document flow)
  • Excellent communication skills
  • Good conflict management skills
  • Accuracy
  • BHD or Key accounts exposure would be advantageous

Important Information:

  1. All applications must be submitted to the contact details provided and in the manner requested.
  2. If not submitted by the closing date, applications will automatically not be considered.
  3. Engen does not guarantee that you will be called for an interview or appointed by virtue of your application.
  4. Engen reserves the right not to make an appointment.
  5. Engen’s approved Employment Equity plans and targets will be considered as part of the recruitment process.