Head of Automation and Quality Assurance

POSITION        :          Head: Enablement, Automation and Quality

LOCATIONS    :           Cape Town

 

A highly reputable and established tertiary institution is seeking an enthusiastic Head: Enablement, Automation and Quality to join their team!

 

The Position

The Enablement & Automation Specialist & Quality Assurance Lead is responsible for ensuring the consistent delivery of high-quality, compliant, and efficient student support services across the non-academic contact centre. The role integrates quality assurance, operational enablement, systems optimisation, knowledge management, and automation to enhance both student and agent experience.

 

In addition to system monitoring and enablement, this role requires hands-on technical capability to configure, customise, and implement CRM and support-platform changes directly within system constraints. The incumbent must be comfortable working at configuration and low-code level (e.g. workflows, forms, routing logic, automation rules, integrations), and not rely solely on IT or projects office teams for execution. Prior involvement in CRM implementation or major system rollouts is strongly preferred.

 

Key focus areas include:

1. Enablement, Systems & Technology Optimisation: Providing agents with the tools, workflows, and system support needed for accurate and efficient service delivery; managing CRM and support platforms; enabling multichannel capability; and serving as the technical liaison with IT and project
2. Directly configure, customise, and maintain CRM system components (including workflows, business rules, forms, views, queues, routing logic, automation triggers, and case management structures) within defined governance and permission frameworks. Act as hands-on system owner for CRM and support platforms, reducing reliance on IT and the projects office for routine configuration and optimisation changes. Translate operational requirements into implemented system changes, not only functional

 

3. Process Optimisation & Automation: Improving operational efficiency by streamlining processes, reducing manual effort, and implementing automation, routing logic, and workflow enhancements that accelerate and standardise service delivery.
4. Data Analytics & Insight: Using dashboards, performance metrics, and operational analytics to generate actionable insights that guide decision-making, strengthen service delivery, and identify opportunities for improvement.

 

5. Continuous Improvement & Operational Excellence: Identifying operational gaps, gathering stakeholder feedback, supporting tool and system rollouts, and embedding a culture of ongoing refinement, innovation, and consistent performance enhancement.
6. Quality Assurance & Compliance: Designing, implementing, and monitoring a comprehensive QA framework that ensures service quality across all channels, adherence to SOPs, POPIA compliance, and consistent student-centred support.
7. Knowledge & Learning Resource Management: Maintaining and updating the SEH knowledge and learning space—including SOPs, job aids, reference guides, and onboarding materials—to support agent readiness, operational accuracy, and self-directed learning.

 

This role ensures scalable, compliant, and seamless Student Engagement Hub operations that positively impact student satisfaction, agent performance, service quality, and overall operational efficiency.

 

KEY RESPONSIBILITIES

 

1. Enablement, Systems & Technology Optimisation
   • Design, configure, and implement system changes in MS Dynamics 365 (or equivalent CRM platforms), including case structures, lead flows, workflows, automation rules, and routing logic, within approved governance and user-access constraints.
   • Own day-to-day CRM configuration and optimisation, escalating only complex integrations or architectural changes to IT or external partners.
   • Provide technical and operational enablement to agents on CRM, case management, and communication platforms.
   • Provide input into required changes for system configurations in MS Dynamics 365 for cases, leads, and workflows.
   • Monitor, support and maintain multichannel environments (voice, chat, email, WhatsApp, web).
   • Act as liaison between SEH, IT, and Project teams to resolve system
   • Design and update operational tools, templates, and workflows to support accuracy and

(Supports KPIs: Tool Uptime, Operational Efficiency, Agent Productivity)

 

2. Process Optimisation & Automation
   • Identify process bottlenecks and inefficiencies within Student Engagement Hub
   • Build and maintain workflow automation, low-code solutions, and process logic directly within CRM and support platforms to reduce manual effort and improve consistency.
   • Leverage native CRM tools, automation frameworks, and low-code capabilities to prototype, test, and deploy improvements rapidly.
   • Partner with IT on higher-order integrations, while retaining execution ownership for platform-level
   • Ensure correct implementation of workflow automation, routing rules, and process
   • Lead rollout and adoption of new system features, tools, or operational
   • Analyse service flow and journey analytics to identify improvement
   • Contribute to     updates    in     service                    design,             protocols,                    and  operational

(Supports KPIs: AHT Reduction, Resolution Efficiency, Rollout Success)

 

3. Data Analytics & Insight
   • Build and maintain dashboards tracking SLA adherence, case resolution, QA trends, and operational

 

• Analyse agent, case, and system data to identify trends, root causes, and improvement
• Provide evidence-based recommendations to leadership and operational
• Monitor performance     gaps     and                 inform              decision-making      with                  real-time                

(Supports KPIs: Dashboard Frequency, SLA Performance, Insight Quality)

 

4. Continuous Improvement & Operational Excellence
   • Gather feedback from agents, supervisors, and stakeholders to drive
   • Lead or contribute to CRM and service-platform implementation projects, upgrades, or major re- configurations, including requirements translation, configuration, testing, rollout, and post- implementation optimisation.
   • Participate in cross-functional projects involving systems, workflow redesign, and
   • Track the performance and adoption of new tools post-launch and iterate where
   • Embed a     culture     of     continuous               improvement, innovation,               and problem-solving.

(Supports KPIs: Tool Rollout Success, Agent Productivity, AHT Reduction)

 

5. Quality Assurance & Compliance
   • Design, implement, and maintain a QA framework aligned to service standards (including industry aligned benchmarks), SOPs, and POPIA.
   • Conduct QA evaluations of calls, chats, emails, and WhatsApp
   • Assess service tone, professionalism, SOP adherence, accuracy, and
   • Identify student pain points and service barriers through QA
   • Provide structured QA feedback to managers to implement remedial
   • Maintain QA scoring tools, dashboards, and reporting
   • Support performance improvement plans through QA

(Supports KPIs: QA Scores, QA Completion, Compliance)

 

6. Knowledge & Learning Resource Management
   • Maintain and update the SEH Knowledge & Learning Hub, ensuring content accuracy and
   • Manage SOPs, job aids, reference guides, and onboarding
   • Publish process updates, system changes, and knowledge resources for staff
   • Ensure the Knowledge Hub supports self-directed learning and service
   • Collaborate with  central  L&D,  IT,  and  operations  on  content  validation  and 

(Supports KPIs: Content Accuracy, Knowledge Hub Updates, New Hire Readiness) QUALIFICATIONS, EXPERIENCE & SKILLS

Qualifications

• Bachelor’s degree in Information Systems, Business Intelligence, Process or industrial Engineering, or a related field.

Experience

• Demonstrated hands-on experience configuring and customising CRM systems, not limited to administration or monitoring.
• Prior involvement in CRM implementation or major re-implementation projects (end-to-end or modular), ideally in MS Dynamics 365, Zendesk, or similar enterprise platforms.
• Experience working within governance, permissioning, and change-control frameworks while still delivering rapid operational improvements.

• 3 – 5 years of experience in a contact centre or support operations environment – ideal but not
• Experience in Quality Assurance, systems enablement, automation, or process
• Experience with CRM platforms (e.g. MS Dynamics), BI tools (Power BI, Tableau), and automation
• Experience maintaining knowledge or learning resource environments (advantageous).
• Experience in student support or higher education is an

 

Skills

• Strong low-code / configuration capability within CRM platforms (workflows, business rules, forms, automation, routing logic).
• Ability to independently design, implement, test, and deploy system
• Strong analytical, documentation, and systems
• Proficiency in CRM administration and workflow
• Ability to translate data insights into operational
• Strong communication and stakeholder engagement

 

COMPETENCIES

• Quality Assurance & Compliance
• Hands on systems configuration, Technical Enablement & Systems Thinking
• Process Automation & Operational Efficiency
• Data Analysis & Insight Generation
• Knowledge & Content Management
• Collaboration & Stakeholder Engagement
• Service Excellence & Customer-Centric Mindset
• Detail Orientation & Risk Awareness