Quality Assurance Specialist

IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross-border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain—and grow it. People like you.

Ready to Make an Impact? Become Our Quality Assurance Specialist!

Reports to: Customer Service Trainer & Quality Manager
Location: Johannesburg
Business Unit: DHL Express ZA

Why You’ll Love This Role

Step into a role were quality drives excellence. As a Quality Assurance Specialist, you’ll play a critical role in ensuring world-class customer service by embedding quality standards into every interaction. You’ll help shape performance through coaching, insights, and continuous improvement—ultimately enabling first-time resolution and exceptional customer satisfaction.

What You’ll Own

Quality Assurance & Compliance

• Implement ISO standards and DHL policies; ensure team awareness and adherence.

• Ensure adherence to Centre of Excellence Guidelines and GRBP.

• Conduct call evaluations as per agreed ratio and turnaround time.

• Perform root-cause analysis to eliminate recurring issues and maintain quality standards.

• Drive adherence to QA and coaching processes aligned with best practices.

• Support with quartley COE audits

• Conduct calibration sessions with supervisors to ensure consistency in quality measurement.

• Maintain accurate and up-to-date policies, procedures, and working instructions.

Coaching & Development

• Coach supervisors and team leaders on service gaps and effective coaching techniques.

• Conduct quality and coaching workshops as required.

• Document meetings, action plans, and coaching sessions.

• Provide feedback on supervisors’ coaching skills and follow through on action plans.

• Perform one-on-one coaching sessions using remote and side-by-side call assessments.

• Champion Quality of Work Life through Total Quality Management and people development initiatives.

Training Support

• Collaborate with CS Training Manager to identify training needs and develop training plans.

• Conduct and coordinate CS induction training and arrange courses as required.

• Ensure training schedules do not interfere with service levels.

• Liaise with internal/external departments for training enrolment and compliance with NQF standards.

• Maintain training records and compile monthly training reports.

• Assess staff post-training to measure understanding and performance improvement.

Reporting & Analysis

• Analyse trends and compile weekly/monthly QA reports, including quality scores.

• Provide feedback to CS Trainer on performance trends and quality gaps.

• Compile QA and service delivery reports; recommend process improvements.

• Maintain or improve QA scores to meet or exceed 90% target.
• Perform workplace assessments against National Unit Standards for staff pursuing qualifications.
• Support CS Trainer during absence and assist with training-related projects.
• Ensure correct utilization of DHL application tools (e.g., GEMA, NPTS, MCT, CSV, KART, GCCU/WFM).
• CIS Facilitation.
• Participate in occasional projects and assignments as defined by management.

Leadership & Engagement

• Build strong relationships with management and stakeholders.

• Support initiatives to improve morale and motivation within the department.

• Promote DHL’s ICCC and CIM behaviours through active leadership and campaigns.

• Ensure fair and consistent application of rules and maintain an open-door policy.

What We Are Looking For

• Diploma or Degree in Quality Management, Customer Service, or a related field.
• Minimum 3 years in Quality Assurance within a contact centre environment.
• Minimum 2 years Call Centre Operations and call centre systems knowledge.
• Good operational knowledge and proven understanding of the DHL Network.
• Proficiency in DHL systems (SPARK, GEMA, MCT, CSV, KART, E-case, OPMS/C, SID) and MS Office Suite (Excel, PowerPoint, Word).
• Sound knowledge…