To perform quality assurance administrative duties, through the execution of predefined objectives as per agreed standard operating procedures (SOPs).
Minimum Qualifications:
Higher Diplomas (NQF Level 06) in Office Administration.
System Knowledge
- Keep accurate and up to date records of information relating to own work area in line with standard operating procedures and performance criteria.
- Minimise errors by checking that transactions are processed correctly and inform relevant parties of errors to prevent errors from re-occurring.
- Contribute to and assist in the continuous improvement of the quality management process in order to improve service delivery and minimise errors.
- Generate a variety of documents and where necessary produce reports according to set standards and prescribed guidelines.
- Conduct regular quality assurance in area of accountability, to identify trends to ensure improved consistent delivery, relevance and accuracy.
- Ensure customer satisfaction with regard to the quality of operational support provided.
- Identify and address customer needs by providing a variety of related services, to enhance satisfaction and retention.
- Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
- Proactively identify problems, apply known solutions and escalate more difficult problems.
- Plan for task execution and adjust priorities against an established plan.
Customer
- Ensure customer satisfaction with regard to the quality of operational support provided by a team under supervision.
- Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
Finance
- Adhere to specified standards, policies and procedures to prevent potential losses/wastage.
Learning and Growth
- Integrate new knowledge attained through formal and informal learning opportunities and apply in the execution of own role.
- Contribute positively to own area-specific knowledge improvement.
Governance
- Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.
Liberty Values
- Continuous Process Improvement (Intermediate)
- Quality control (Intermediate)
- Reporting and Interpretation (Intermediate)
- Standard operating procedure compliance (Intermediate)
- Operations Management (Basic)
- Customer Relationship Management (Basic)
- Analytical Thinking (Intermediate)
- Organisation and Attention to Detail (Basic)
- Interpersonal Effectiveness (Basic)
- Problem Solving and Analysis (Basic)
- Teamwork and Cooperation (Basic)
- Communicating with Impact (Basic)
- Customer Orientation (Basic)
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