Quality Assurance Specialist

• Step into a role were quality drives excellence. As a Quality Assurance Specialist, you'll play a critical role in ensuring world-class customer service by embedding quality standards into every interaction. You'll help shape performance through coaching, insights, and continuous improvement—ultimately enabling first-time resolution and exceptional customer satisfaction.

What You'll Own

Quality Assurance & Compliance

• Implement ISO standards and DHL policies; ensure team awareness and adherence.
• Ensure adherence to Centre of Excellence Guidelines and GRBP.
• Conduct call evaluations as per agreed ratio and turnaround time.
• Perform root-cause analysis to eliminate recurring issues and maintain quality standards.
• Drive adherence to QA and coaching processes aligned with best practices.
• Support with quartley COE audits
• Conduct calibration sessions with supervisors to ensure consistency in quality measurement.
• Maintain accurate and up-to-date policies, procedures, and working instructions.

Coaching & Development

• Coach supervisors and team leaders on service gaps and effective coaching techniques.
• Conduct quality and coaching workshops as required.
• Document meetings, action plans, and coaching sessions.
• Provide feedback on supervisors' coaching skills and follow through on action plans.
• Perform one-on-one coaching sessions using remote and side-by-side call assessments.
• Champion Quality of Work Life through Total Quality Management and people development initiatives.

Training Support

• Collaborate with CS Training Manager to identify training needs and develop training plans.
• Conduct and coordinate CS induction training and arrange courses as required.
• Ensure training schedules do not interfere with service levels.
• Liaise with internal/external departments for training enrolment and compliance with NQF standards.
• Maintain training records and compile monthly training reports.
• Assess staff post-training to measure understanding and performance improvement.

Reporting & Analysis

• Analyse trends and compile weekly/monthly QA reports, including quality scores.
• Provide feedback to CS Trainer on performance trends and quality gaps.
• Compile QA and service delivery reports; recommend process improvements.
• Maintain or improve QA scores to meet or exceed 90% target.
• Perform workplace assessments against National Unit Standards for staff pursuing qualifications.
• Support CS Trainer during absence and assist with training-related projects.
• Ensure correct utilization of DHL application tools e.g., GEMA, NPTS, MCT, CSV, KART, GCCU/WFM.
• CIS Facilitation.
• Participate in occasional projects and assignments as defined by management.

Leadership & Engagement

• Build strong relationships with management and stakeholders.
• Support initiatives to improve morale and motivation within the department.
• Promote DHL's ICCC and CIM behaviours through active leadership and campaigns.
• Ensure fair and consistent application of rules and maintain an open-door policy.

What We Are Looking For

• Diploma or Degree in Quality Management, Customer Service, or a related field.
• Minimum 3 years in Quality Assurance within a contact centre environment.
• Minimum 2 years Call Centre Operations and call centre systems knowledge.
• Good operational knowledge and proven understanding of the DHL Network.
• Proficiency in DHL systems SPARK, GEMA, MCT, CSV, KART, E-case, OPMS/C, SID and MS Office Suite Excel, PowerPoint, Word.
• Sound knowledge of CS Policies and Procedures.
• ISO standards knowledge and NQF compliance advantageous.
• Experience in facilitating training programs.
• Excellent communication skills in Business English both written and oral.
• Excellent in telephone, conflict resolution, negotiation, problem solving and interpersonal skills.
• Experience in managing customer interactions through non-voice channels e.g. Email, Live Chat and social media would be beneficial.
• Able to maintain effective performance under pressure.
• Experience in training facilitation and quality improvement initiatives is advantageous.