Coordenador de Garantia de Qualidade

Summary

The Quality Assurance Director is responsible to oversee internal Africell Angola processes with focus on our Commercial, Customer Care, CRM Integration and Reporting. His/her primary function is to develop and monitor systems to drive sales, improve customer retention and increase revenue through coordinated effective processes. 

Supervisory Responsibilities

• Supervise day-to-day operations daily with the Chief Operations Officer in the areas of sales, customer service, Call center, and back office.
• Establish reporting requirements for commercial, corporate sales, direct sales, indirect sales, back office, call center and technical support teams. Develop associated dashboards and monthly initially, moving towards a quarterly update.
• Support the Sales Director, corporate sales manager, and Direct Sales Coordinator on the supervision of commercial processes, metrics and KPIs

Roles and Responsibilities

1. Oversee development, implementation and training plans for Africell Angola Commercial and customer care processes
2. Improve customer service experience focused on improving customer retention
3. Develop Sales Reporting tools and dashboards to ensure leaders have immediate access to information required for decision making and prioritizing resources.
4. Coordinate Monthy/Quarterly leadership updates to address achievements and projections.
5. Develop and ensure full implementation of the direct sales, distributor and customer care service processes, procedures, and policies
6. Support the different departments on design and implementation of the commercial and customer care metrics KPIs
7. Develop and coordinate customer satisfaction goals with the customer care and sales teams.
8. Maintain accurate records and document all customer service activities and discussions.
9. Assess service statistics and prepare detailed reports with informed coordinated recommendations for future improvements.
10. Keep ahead of industry's developments and apply best practices to areas of improvement
11. Control resources and utilize assets to achieve qualitative and quantitative targets
12. Adhere to and manage the approved budget

Education and Experience

• Bachelor's Degree in Business Administration or related field required; MBA is preferred.
• Five years or more of customer care management or areas associated experience required.

Job Requirements and Qualifications

• Leadership and project management skill
• Telecom experience
• Ability to work cross functionally with teams.
• Proficiency in Microsoft Office and customer service software.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.