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Role purpose:The Operational requirement for the SQA’s consists of the following with regards to the new Quality Framework;• Complete end-to-end agent assessments in order to ensure that the customer’s experience with the Call Center results in First Call Resolution and tNPS• Coach and feedback to agents to ensure FCR improvement.• Support the Team Leaders and Supervisors with feedback, urgent call traces, trend analysis and other adhoc support functions.• Attend Quality Framework calibrations and team meetings• Visit Business partner sites and do side by side call listening and capture process gaps• Perform and report Gap analysis• Publish reports and track progress• Compile reports on analysis completed• Coach QA’s and TL’s within Business unit, found non adherence to the set model• Monitor sampling methodology at the beginning of each month• Fortnightly reviews to check progress and address issues• Knowledge of Telecomms products and services CRM Tools advantageous Extensive Knowledge of QC techniques (Call Evaluation, Coaching, Feedback, Data Analysis)Proficiency in MS Word, MS Excel & MS PowerPointSkills:Conflict management skillsCoaching and FeedbackProblem solving skillsStress managementCommunications skills – verbal and written is essentialFacilitation skillsInterpersonal skillsAnalytical skills to be able to assimilate data from different sources and create actionable insightsStakeholder managementNegotiationTime ManagementExperience:Education:MatricA relevant Degree/Diploma or 3 yrs experience in Quality management frameworks1yr Experience in Business analysis / Business Improvement/ Data analysisCustomer Experience methodologiesAgile methodologyThe site operates on a 24/7 basis, whereby we will be offering transport home for those working unsociable hours. We will also be offering a hybrid WFH and WFO
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzQxOTkyX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1129169&xid=1108_41992
2y
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Overview
My Client a Well established NPO with a Facility / Establishment in Cape Town – which offers Care for the Aged – Assisted care as well as Childcare, is urgently recruiting for a Social Worker who will take responsibility for the provision of social work and psychosocial services to residents, both children and older persons, placed at the Facility / Establishment. Further, they are responsible for ensuring that the various residential programs are compliant with legal (Children’s Act and Older Persons Act) and departmental (as per TPA and Norms and Standards) requirements. The social worker will always adhere to the Facility / Establishment Social Work Policies, Procedures and Forms & Compliance with Norms and Standards.
Education Requirements
University Degree / Diploma - Social worker / or similar
Competencies Required (Must Have):
Degree / Diploma in Social Work Registration with SACSSPMust have a clean police clearance certificate and clean Form 29 name clearance on Child Protection Register.At least 3-5 years’ experienceAbility to work quickly and efficiently within a pressured environmentMust have experience working with children and older personsExcellent administration and computer skills
General Duties and Responsibilities:
This position is required to:
Ensure that the CYCC (Child and Youth Care Centre) is compliant with all legal and departmental requirements with regards to Norms and Standards. This includes implementing, supervising, monitoring, and ensuring efficiency in the running of all programs at the CYCC, which includes:Residential care programsAdmissions, screening of placements, reception into care, orientationTherapeutic programsAssessments, therapy, counselling, life skills, group work, implementation of care plan / IDPDevelopmental programsDaily stimulation program, daily structured routine, assessment, care plans / IDPs, independent living, life skills, promotion of children’s rightsPermanency plans, IDP’sTemporary safe carePlacements, assessment, rights, and responsibilitiesProtection from abuse and neglectChild abuse protection policy, incident reporting, behavior management, complaints procedures, promotion of children’s rights and responsibilities, education/training of carers in the prevention of child abuse and neglectAssessmentSocio-emotional child assessments, family contact, care plans / IDPsFamily reunificationObserving and assessing parent-child interactions, reporting feedback to the external social worker, promotion of family reunification whenever possibleAftercareIndependent living pro...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8yNzE1Mjc2NDc3P3NvdXJjZT1ndW10cmVl&jid=1292356&xid=2715276477
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