QUALITY ASSURANCE SPECIALIST

The Consumer Goods & Services Ombud (CGSO) was established to guide the consumer goods and services industry as to what is considered the minimum standards of conduct expected and to assist in resolving disputes that arise between consumers and suppliers in terms of the Consumer Protection Act (CPA). 

The CGSO enforces the Consumer Goods and Services Industry Code of Conduct (“the Code”) by receiving and dealing with consumer goods complaints by a consumer free of charge and investigating alleged contraventions. 

Based in Johannesburg, South Africa – CGSO seeks to appoint a

QUALITY ASSURANCE SPECIALIST

The Quality Assurance Specialist at Consumer Goods and Services Ombud (CGSO) will be instrumental in auditing and enhancing the case management team's outcomes, ensuring they adhere to the organisation’s high-quality standards. By evaluating internal policies and developing relevant frameworks, they play a crucial role in aligning operations with the CGSO code and maintaining operational excellence. 

The  Quality Assurance Specialist  will be responsible for the following tasks and duties, among others:

• Evaluating and auditing the quality of outcomes executed by the case management team.

• Ensuring the availability and accuracy of weekly, monthly, quarterly, and annual statistics.

• Developing a framework to enhance all aspects of Alternative Dispute Resolution in alignment with internal policies and directives.

• Conducting a thorough analysis of internal case management policies and proposing improvements in accordance with the CGSI code.

The  Quality Assurance Specialist   must meet the following criteria:

Qualifications and Experience

• Possess an LLB qualification, preferably an Admitted Attorney.
• Demonstrate meticulous attention to detail and experience in assessing the quality of complaint outcomes.
• Exhibit proficiency in detailed reporting and the compilation of assessment outcomes and memos.
• Minimum of 8 years practical work experience in dispute resolution and case management.
• Have expertise in consumer protection, along with a working knowledge of the Consumer Protection Act and related consumer legislation.
• Showcase excellent drafting skills.
• Possess relevant administrative and customer relations experience.
• Preferably, have experience in an Alternative Dispute Resolution environment.
• Demonstrate a track record of creative thinking and innovative approaches to quality assurance and complaint audits.
• Participate in the development of operational changes, including processes and quality standards.

Required skills and Behaviours

• Exceptional communication, relationship management, and project management abilities.
• Proficient in data analysis, policy development, and ethical decision-making.
• In-depth knowledge of relevant legislation and a strong commitment to compliance.
• High emotional intelligence, with strong problem-solving, persuasion, and assertiveness skills.
• Remarkable attention to detail, adaptability, and flexibility in various scenarios.

View the full job description and application instructions on the Vacancies page at www.actionappointments.co.za 

Email your application by Friday 3^rd May to  callum@actionappointments.co.za