Posted on :
27 Oct, 2015
27 Oct, 2015
COMMAND CENTRE QUALITY ASSURER 2 POSTS Directorate: Victim Empowerment Programme (Gender Based Violence Command Centre) (Contract until 31 March 2018)
SALARY : R289 761 per annum plus 37% of salary in lieu of benefits
CENTRE : Groenkloof Office Park, Groenkloof
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: 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 Tel: (012) 312-7362
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 : 06 November 2015
NOTE Curriculum vitae with a detailed description of duties, the names of two referees and certified copies of qualifications and identity document must accompany your signed application for employment (Z83). In the event of hand delivery of applications, applicants must sign an application register book as proof of submission. All shortlisted candidates for SMS posts will be subjected to a technical exercise that intends to test relevant technical elements of the job, the logistics of which will be communicated by the Department. Following the interview and technical exercise, the selection panel will recommend candidates to attend a generic managerial competency assessment (in compliance with the DPSA Directive on the implementation of competency based assessments). The competency assessment will be testing generic managerial competencies using the mandated DPSA SMS competency assessment tools. The successful candidate will sign an annual performance agreement, complete a financial discloser form and will 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. 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. The selection of candidates will be done with due regard to the relevant aspects of the selection process as set out in the Public Service Regulations, 2001 (as amended) Part VII/D. Applications received after the closing date will not be taken into consideration. No faxed or e-mailed applications will be considered. If you have not been contacted within three months after the closing date of this advertisement, please accept that your application was unsuccessful