Dimension Data Quality Assurance & Workforce Planning Specialist Jobs in Kenya

Dimension Data Quality Assurance & Workforce Planning Specialist Jobs in Kenya


Description

  • The Quality Assurance and workforce planning Specialist will assess quality performance at the Service Delivery Desk by assessing and monitoring client engagements across different channels of communication i.e. Emails, Calls, Chats etc. The incumbent will work with different stakeholders within the Business to ensure optimal levels of client engagement and service provision are maintained.

  • He/She will be reporting, forecasting, planning and scheduling of resources within Service Delivery Department with the aim of ensuring that the functions within service delivery are planned appropriately based on client workload and business requirements. The incumbent will also provide work volume and staffing forecast requirements as well as comparative data on results vs. forecasts.

  • Will identify opportunities for improvement and recommend solutions. This position provides workforce management scheduling and load balancing requirements. The Workforce Planner will make adjustments and recommendations for optimizing scheduling to maximize service and quality. Will also collate and provide the Service Delivery function with data to improve Business operations.

    Main Duties and Responsibilities:

    Quality Assurance

  • Defines quality monitoring formats and standards

  • Performs quality checks an audits of engineer engagement with clients to ensure adherence to policies, procedures and defined standards.

  • Coordinate and facilitate quality assessment calibration sessions with Teamleaders and Engineers.

  • Identifies quality risks, training and coaching needs and coordinates with teamleaders for upskilling of Crew within the department.

  • Compiles quality monitoring data to track performance at individual, team, section and department level and provides feedback on corrective actions.

  • Analyse and present quality reports to business stakeholders on audit findings, proposed recommendations and tracks implementation initiatives to close the gaps.

    Workforce Planning and Scheduling:

  • Provides the service delivery function with reports and dashboards related to historical, required, forecasted and available resources and provides recommendations for any identified risks and gaps.

  • Analyzes and develops recommendations for scheduling and uses staffing requirements and operations schedules to determine required staffing levels to ensure the organization's ability to meet client commitments.

  • Uses integrated database tracking tools for staffing shrinkage patterns
    (vacation, sick, training, etc.) to optimize staffing forecasts.

  • Maintains leave schedules, patterns and forecasts to ensure effective coverage at all times.

  • Works with stakeholders to collate performance reports as defined within the function.

  • Performs other related duties as assigned.

    Qualifications, Skills and Experience:

  • Bachelor's Degree in Business Operations or equivalent education and experience.

  • 2 to 5 years of successful quality assurance, forecasting and planning experience, with strong talent management and/or operations background, preferably in a high-demand client experience driven environment.

  • Practical experience in development of quality assurance programs highly desirable.

  • Proficiency in Miscrosoft Office (Excel, Powerpoint and Word)

  • Exceptional Analytical, planning and budgeting skills.

  • Excellent verbal and written communication skills.

  • Ability to train highly desired.

  • Excellent interpersonal skills with different stakeholders and levels within business.

  • SHRM Certified Professional (SHRM-CP) or SHRM Senior Certified Professional (SHRM-SCP).

    Job Specific Requirements

    Job Knowledge:

  • People Management.

  • Change Management.

  • People Development and Empowerment.

  • Process Development.

  • Project Management.

  • Resource Management.

  • Commercial Knowledge.

    Personal Attributes:

  • Self-driven and result oriented.

  • Strong customer support and client relation skills.

  • Strong focus on building relationships (internal and external).

  • Willingness to learn new things and share them with others.

  • Team player.

  • Confident and decisive.

  • Strong Problem solving/analytical skills.

  • Customer Service skills and training with excellent oral and written communication skills.

  • Excellent organizational skills.

  • Excellent negotiation skills and broad knowledge of the business and products to ensure the achievement of country goals.

  • Excellent leadership skills and can think at a tactical strategy level.

    How to Apply

  • For more information and job application details, see; Dimension Data Quality Assurance & Workforce Planning Specialist Jobs in Kenya


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