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Join our exciting team as a Junior QA and Training Specialist to shape our Guest Experience strategy and inspire exceptionally high performance.
Overview
Salary
£240000 - £260000
Location
Cape Town, Western Cape, South Africa - Hybrid
Nomad Friendly?
Expires
Expires at anytime
Organisation summary
Be part of a dynamic team as a Junior QA and Training Specialist - an essential role where you'll shape and elevate our end-to-end Guest Experience strategy. This isn't just about auditing; you'll define what an outstanding guest experience should look like, build the supporting systems and motivate our team to deliver constant and commendable results.
Role Summary
- Setting the vision for our Guest Experience, including claims.
- Developing standards, playbooks, rituals and KPIs to illustrate expectations.
- Designing and operating quality programs, conducting interaction reviews and using insights to enhance journeys, policies, and tools.
- Turning data into actionable reports to recommend process changes and product improvements.
Role Requirements
- Experience in leading or building teams in service-driven environments.
- Proven records of improving performance and experience.
- Comfortable designing processes and systems from scratch, being a natural coach and facilitator.
- Strong communication skills, tech-savvy, organized, strategic and hands-on approach.
Application Process Details
- Make sure you meet the qualifications and can meet the outlined responsibilities to apply.
- Our company is committed to non-discrimination and provides equal employment opportunities regardless of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law.
We’re excited to offer the opportunity to join our team as a Junior QA and Training Specialist, where you will play a crucial role in shaping and elevating our Guest Experience strategy from end-to-end. This position is not merely about auditing performance; it involves defining what exceptional guest experiences should be, building the systems to enable them, and inspiring our team to consistently deliver outstanding results.
The role: As a Junior QA and Training Specialist, you will be responsible for setting the vision for our Guest Experience, including Claims. You will define what 'great' looks like by creating clear standards, playbooks, rituals, and KPIs. Your tasks will include designing and running quality programs, conducting interaction reviews across various communication channels, and using insights to enhance journeys, policies, and tools. Additionally, you will turn data into actionable reports and recommend process changes, experiments, and product improvements.
Job requirements: The ideal candidate should have experience leading or building teams in service-driven environments such as hospitality, operations, or guest services, with a proven track record of improving both performance and experience. You should be comfortable designing processes and systems from scratch and be a natural coach and facilitator. Strong communication skills in English, both written and verbal, are essential, along with being tech-savvy and organized. Strategic thinking combined with a hands-on approach is crucial.
Benefits: The role offers a hybrid working model, allowing you to work 2-3 days per week in the office and the remaining days from home. The salary range is R20,000 to R22,000 per month, which translates to ZAR 240,000 to 260,000 per year, depending on your experience and fit.
Applications details: To apply for this position, please ensure you meet the qualifications and are capable of fulfilling the responsibilities as outlined. We are committed to non-discrimination and provide equal employment opportunities without regard to race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law.
