Command Centre Quality Assurer x 4 Vacancies

Department of Social Development Vacancies

COMMAND CENTRE QUALITY ASSURER 4 POSTS
Three-year fixed term contract
Directorate: Victim Empowerment Programme (Gender Based Violence Command Centre)
SALARY : R270 804 per annum plus 37% of salary in lieu of benefits
CENTRE : Pretoria

REQUIREMENTS : An appropriate Bachelor’s Degree/National Diploma or equivalent qualification
PLUS minimum of three years’ experience in providing quality assurance
services. Knowledge of the Public Service Legislation. Knowledge and
understanding of call centre practices, systems and processes. Knowledge and
understanding of quality assurance framework or practices, systems and
techniques. Knowledge and understanding of the application of Batho Pele
principles. Knowledge and understanding of the social development environment
and programmes. Competencies needed: Communication (written and verbal)
skills. Planning and organising skills. Problem-solving skills. Diagnostic and
analytical skills. Project management skills. Computer literacy. Coordination
skills. Facilitation and presentation skills. Client orientation skills. Policy
development and analysis skills. Monitoring skills. Report writing skills.
Research skills. Interpersonal and liaison skills Attributes: Ability to work under
pressure. Ability to work in a team and independently. Innovative and creative.
Assertiveness. Achievement orientated. Cost Consciousness. Business Ethics.
Confidentiality

DUTIES : Key Responsibilities: Determine quality standards and procedures and ensure
compliance thereof. Monitor and advise on the performance of the gender-based
violence command centre services and produce reports on performance against
set quality standards. Conduct surveys to assess the quality and efficiency of
command center services. Monitor calls to identify customer needs and
expectations. Design and review the gender-based violence command centre
scorecards and advise on necessary changes to enable the call centre to
achieve the required services quality. Assess and identify training needs and
facilitate training interventions for call centre staff. Conduct research and keep
abreast of new trends and best practice in the quality assurance field.
ENQUIRIES : Ms T Moloi/Mr B Futshane Tel: (012) 312-7362/7982

APPLICATIONS : The Director General, Department of Social Development, Private Bag X901,
Pretoria, 0001, Physical Address: HSRC Building, 134 Pretorius Street
FOR ATTENTION : Ms E de Waal

CLOSING DATE : 7 November 2014
NOTE : A curriculum vitae with a detailed description of duties, the names of two
referees, certified copies of qualifications and identity document must accompany
your signed application for employment (Z83). Shortlisted candidates for SMS
posts will be required to undergo competency assessment. The successful
candidate will sign an annual performance agreement, complete a financial
disclosure form and also be required to undergo a security clearance. If the
candidate is applying for an OSD post, certificates of service must be attached to
the CV. No faxed or e-mailed applications will be considered. It is the applicant’s
responsibility to have foreign qualifications evaluated by the South African
Qualification Authority (SAQA). Failure to submit the requested documents will
result in your application not being considered. Personnel suitability checks will
be conducted on short listed candidates and the appointment is subject to
positive outcomes of the checks. Correspondence will be limited to shortlisted
candidates only. If you have not been contacted within three months after the
closing date of this advertisement, please accept that your application was
unsuccessful. “The Department of Social Development supports persons with
disabilities