Manager Customer Quality

at  MultiChoice Group

Designation:
Manager Customer Quality
Category:
MultiChoice Africa Holdings
Level:
Closing date:
09 Apr 2024
Position Type:
Permanent
Location:
MultiChoice City

JOB DESCRIPTION:

The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.
By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing an exceptional customer experience.
Join Africa’s most loved storyteller!

Key Customers

• MultiChoice Africa Senior and General Managers
• MultiChoice Exco Team
• In-country and Regional teams, including Regional Directors, MD’s and in-country Care & CX Management
• MAH Group teams such as (but not limited to) the CII team, Human Resources, EBS, MAH PMO, L&DPurpose of the Position:KEY PERFORMANCE OBJECTIVESTASKSQuality Assurance
• Responsible for the overall direction and operation of the Customer Quality function within the MAH team
• Create and maintain the CX & Care Innovation & Continuous Improvement pipeline to improve customer interaction quality across the customer journey
• Develop and own the QA framework for inbound and outbound interactions
• Monitor adherence and compliance to Close loop training & coaching process management
• Rollout of Genii QA platform to all markets (inbound & outbound)
• Track adherence and compliance to QA process and QA Framework – in country moderation, calibration, coaching, feedback & training reports etc.
• Provide weekly and monthly executive insights reporting of QA performance
• Collate and consolidate causal factors for Market performance and effectiveness, for non-compliance and for Customer DissatisfactionKnowledge Management (KM)
• Own TUMI KM(Agent) for MAH
• Ensure existing content remains current, relevant, and accurate
• Build KM capability in corporate and market
• Build knowledge management strategy and roadmap
• Improve agent usage
• Expand TUMI knowledge management content across other functionsAI and Machine Learning (TUMI Chatbot)EXPERIENCE
• QA Experience
• Innovation, Product Management, Customer Experience fields (ideation to execution)
• Experience in working with AI / ML solutions
• Roll out the TUMI conversational chatbot across all assisted-service live-chat touchpoints for MAH
• Optimize content relevance and AI response effectiveness
• Develop new AI / ML use cases with business cases to reduce cost to serve and improve CXAnalytics and insights
• Define and implement monthly exco reporting
• Gather customer data from relevant customer touch points to improve insights and analytics
• Optimize customer analytics & insights through AI & ML e.g speech and text analytics
• Conduct or partner on customer research initiatives to improve interaction quality, reduce cost to serve
• Provide insights that measure the impact of the quality function in the MAH business
• Conduct analysis to unpack pain points and provide insights into root causeQUALIFICATIONS
• B Degree or equivalent qualification in an applicable field is required
• Customer Experience Certification
• Design Thinking Certification / Business Analysis Certification
• Management / Leadership training or certification
• Proven track record in leading local and in-country teams
• 3 years’ experience in a complex customer environment
• Extensive experience with working with African markets would be an advantage
• Good overall experience of the MAH business
• Excellent Understanding and proven track record of use of Project management principles. Experience in optimizing Care channels

Please refer the Job description for details