CORE DESCRIPTION:

To manage, evaluate data and support CFC quality in
accordance with business processing and operational
requirements. Responsible for enhancing the
Customer and User Experience of the Service Desk by
driving the quality initiatives within the environmentKEY DELIVERABLES / PRIMARY FUNCTIONS:

Participate in evaluating, monitoring performance and facilitate the on-going feedback on
transaction/quality monitoring and training findings. Ensure compliance with processes, client work
instructions, procedures and systems.
• Compile weekly, monthly reports and statistics for clients, team leaders and manager.
• Drive quality initiatives aligned with best practice to support positive user experience through
transaction/quality monitoring across the Service Desk.
• Facilitate calibration sessions with all assessing staff to ensure alignment in transaction/quality monitoring.
• Drive continuous training and coaching initiatives on non-conformance to policies and procedure or skills
gaps identified through transaction/quality monitoring
• Assessment of survey results and coordinating a Service Improvement Plan to address areas of weakness
or opportunities for improvement.
• Manage and facilitate new hire queue readiness
• Review the type and frequency of escalations resolved by the service desk and ensures these are
addressed through the quality criteria to prevent recurrence
• Attend value chain product/client related meetings, as and when required


EXPERIENCE:

3-4 Years’ Service Desk & Quality Experience


QUALIFICATIONS:

NQF 4, ITIL Foundation & ISO 9000