Call Centre Quality Assurer at South African Government Department of Labour

Centre Quality Assurer: HR 4/ 4/3/1CCQA/UIF

Salary: R359 517 per annum

CENTRE: Unemployment Insurance Fund, Pretoria

Requirements: A three (3) year tertiary qualification (NQF Level 6) in Call Centre, Contact Centre Management/ Public Management/ Business Administration/ Business Management/ Administrative Management/ Communication/ Finance Management. Two (2) years functional experience in Call Centre/ Customer Service environment. Knowledge: Telephone Etiquette, Call Centre Processes, Public Finance Management Act (PFMA), Public Service Regulations (PSR). Public Service Act (PSA). Basic Conditions of Employment Act (BCEA). Batho Pele Principles. Skills: Computer Literacy. Interpersonal. Communications. Listening. Customer. Focused. Telephone etiquette. Problem Solving. Planning and Organising. Analytical. Report writing. Creativity

Duties: Evaluate the quality of the calls received and provide advice on Standard Operational Measures. Retrieve, analyse and provide systematic call centre reports. Maintain call centre systems. Maintain call centre equipment and agent database.

Enquiries: Ms ZW Chauke Tel: 012 337 1886

Applications: Chief Director: Corporate Services: P O Box 1851, Pretoria, 0001 or hand delivery at corner Lilian Ngoyi and Pretorius Street, ABSA Towers Building, Pretoria

For Attention: Sub-directorate: Human Resources Management, UIF

It is the Department’s intention to promote equity (race, gender and disability) through the filling of this post with a candidate whose transfer / promotion / appointment will promote representivity in line with the numeric targets as contained in our Employment Equity plan.

 

CLOSING DATE: 02 October 2023 at 16:00

NOTE/ Instruction: Applications quoting the relevant reference number must be submitted on the new form Z83, obtainable from any Public Service Department or on the internet at www.gov.za/documents. Received applications using the incorrect application for employment (old Z83) will not be considered. Each application for employment form must be fully completed, initialled and signed by the applicant. Failure to fully complete, initial and sign this form may lead to disqualification of the application during the selection process. All fields of Section A, B, C and D of the Z83 must be completed in full. Section E, F, G (Due to the limited space on the Z83 it is acceptable for applicants to indicate refer to CV or see attached. A recently updated comprehensive CV (with detailed previous experience) is required. The questions related to conditions that prevent re-appointment under Part F must be answered. Only shortlisted candidates will be required to submit certified copies of qualifications and other related documents on or before the day of the interview following the communication from Human Resources and such qualification(s) and other related document(s) will be in line with the requirements of the advert. Foreign qualification must be accompanied by an evaluation report issued by the South African Qualification Authority (SAQA) (only when shortlisted). Applicants who do not comply with the above-mentioned instruction/ requirements, as well as applications received late will not be considered. The Department does not accept applications via email or fax. Failure to submit all the requested documents will result in the application not being considered. Correspondence will be limited to short-listed candidates only. If you have not been contacted within eight (8) weeks after the closing date of this advertisement, please accept that your application was unsuccessful. Suitable candidates will be subjected to a personnel suitability check (criminal record, citizenship, credit record checks, qualification verification and employment verification). The Department reserves the right not to make any appointment(s) to the above post. The requirements for application of Senior Management Services(SMS) include the successful completion of a SMS Pre-entry programme(Nyukela) as endorsed by the National School Government (NSG). Prior to appointment, a candidate (s) should therefore have proof that they have registered for the Pre-Entry Certificate and have completed the course. The cost for Nyukela is at the applicants own expense. The course is available at the NSG under the name Certificate for entry into SMS and the full details can be obtained by following the below link:https://www.thensg.gov.za/training-course/sms-pre-entryprogramme/. All shortlisted candidates for SMS posts will be subjected to a technical competency exercise that intends to test relevant technical elements of the job, the logistics of which be communicated by the Department. Following the interview and technical exercise, the selection panel will recommend candidates to attend generic managerial competencies using the mandated DPSA SMS competency assessment tools. The successful candidate will be expected to sign a performance agreement. The Department is an equal opportunity affirmative action employer. The Employment Equity Plan of the Department shall inform the employment decision. It is the Department’s intention to promote equity (race, gender and disability) through the filling of this post(s)

Location: South Africa

Closing Date :2 October 2023 

HOW TO APPLY

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