Senior Officer: Quality Assessment

Closing date: 17 March 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 PERFORMANCES 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 company 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.

Qualifying Persons with Disabilities (PWD) applications must be given first preference.

For job related queries contact Mzwandile at 083 805 1591