The purpose of the eCommerce Order Fulfilment Quality Assurance Specialist is to oversee the quality assurance activities for the Order Fulfilment Centre (OFC) team. This role is responsible for developing and implementing QA schedules, conducting audits, identifying training needs, analysing performance against KPIs, and providing guidance to team leads for continuous improvement.
Role Description
- Develop and maintain a comprehensive QA schedule to cover all aspects of the OFC department.
- Execute QA activities according to the established schedule, ensuring adherence to quality standards and procedures.
- Identify training needs and opportunities for improvement through QA activities and provide recommendations to enhance team performance.
- Analyse team execution against set KPIs, conduct gap analyses, and implement corrective measures to improve performance.
- Collaborate with team leads to identify developmental areas for controllers and provide guidance on individual and team improvement plans.
- Share best practices and insights gained during QA activities with the training team to enhance training programs.
- Maintain a deep understanding of OFC duties, standard operating procedures (SOPs), and industry best practices to effectively assess performance and identify areas for improvement.
- Use a visionary approach to create a "to-be" scenario and develop action plans to develop the team and achieve operational excellence.
- Regularly communicate with team leads and stakeholders to provide updates on QA findings, performance trends, and improvement initiatives.
- Foster a culture of continuous improvement, quality awareness, and accountability within the OFC team.
Develop and maintain a comprehensive QA schedule to cover all aspects of the Order Fulfilment Centre (OFC) department:
- Collaborate with relevant stakeholders to create a detailed QA schedule that encompasses all critical areas of the OFC operations.
- Ensure the schedule aligns with business priorities, operational needs, and customer demands.
- Regularly review and update the schedule to accommodate changes in workflows, processes and ways of working.
- Conduct regular audits of order fulfilment processes to assess accuracy, completeness, and compliance with established SOPs.
- Ensure the team is sufficiently audited to identify developmental areas.
- Identify any deviations, errors, or discrepancies in the fulfilment process and initiate corrective actions promptly.
- Identify training needs and opportunities for improvement through QA activities and provide recommendations to enhance team performance:
- Analyse QA findings and performance metrics to identify skill gaps, training deficiencies, or process bottlenecks.
- Collaborate with the training team to develop and deliver targeted training programs to address identified areas of improvement.
- Provide clear and actionable feedback to team members regarding their performance, areas for development, and opportunities for growth.
- Monitor the effectiveness of training interventions and adjust programs as needed to ensure continuous improvement.
- Evaluate key performance indicators (KPIs) related to order accuracy, fulfilment speed, customer satisfaction, and process efficiency.
- Conduct regular gap analyses to identify discrepancies between actual performance and target benchmarks.
- Collaborate with team leads and supervisors to implement corrective measures, process enhancements, and workflow optimizations.
- Monitor the progress of improvement initiatives and track performance trends to ensure sustained improvements over time.
- Work closely with team leads to understand individual controller performance, strengths, and areas requiring development.
- Provide guidance and support to team leads in creating individualized development plans for controllers.
- Offer recommendations on coaching, mentoring, and training opportunities to enhance the skills and competencies of the controller team.
- Conduct regular performance reviews and provide constructive feedback to promote growth and professional development.
- Actively participate in knowledge sharing sessions with the training team to share QA findings, emerging trends, and best practices.
- Provide input and recommendations for improving training modules, materials, and delivery methods.
- Collaborate with trainers to develop case studies, simulations, or other interactive tools that reinforce QA principles and best practices.
Maintain a deep understanding of OFC duties, standard operating procedures (SOPs), and industry best practices to effectively assess performance and identify areas for improvement
- Stay updated on industry trends, technological advancements, and best practices related to eCommerce order fulfilment and quality assurance.
- Continuously assess the effectiveness and relevance of existing SOPs, making recommendations for updates or improvements as needed.
- Collaborate with cross-functional teams to ensure alignment and consistency in processes and quality standards across the organization.
- National Diploma and Advanced Certificates (NQF6) / Bachelor's degree, Advanced Diplomas, Post Graduate Certificate, and B-tech (NQF7) - in a relevant field (e.g., Operations Management, Supply Chain Management, Business Administration).
- 2-5 years of experience in eCommerce order fulfilment, quality assurance, or a related field.
- Proven track record of implementing quality control measures and driving process improvements in a retail or eCommerce environment.
- Demonstrated experience in managing quality assurance activities in an order fulfilment setting.
- Strong knowledge of order fulfilment processes, SOPs, and industry best practices.
- Possesses a comprehensive knowledge of order fulfilment processes, standard operating procedures (SOPs), and industry best practices.
- Applies this understanding to accurately assess performance, identify areas for improvement, and recommend appropriate actions.
- Shares expertise and provides guidance to team members on SOP adherence and efficient execution of tasks.
- Experience in analysing data, conducting audits, and generating reports to measure performance and identify improvement opportunities.
- Expert Knowledge of quality assurance methodologies, tools, and techniques.
- Proficient in using relevant software and tools for data analysis, reporting, and documentation.
- Familiarity with eCommerce platforms and order management systems.
- Understanding of key performance indicators (KPIs) and metrics related to order fulfilment and customer
- Analytical Thinking & Problem Solving - Excellent analytical and problem-solving skills. Ability to identify performance gaps and implement corrective measures. Ability to identify areas of concern or improvement within the order fulfilment process. The ability to identify and solve problems related to quality assurance and process improvement is essential. The ability to identify and solve problems related to quality assurance and process improvement is essential. Utilizes problem-solving techniques to identify root causes of issues, develop solutions, and make data-driven decisions. Demonstrates the ability to handle complex challenges, adapt to changing circumstances, and provide innovative solutions.
- Attention to Detail & Quality Standards - Pays meticulous attention to detail, ensuring accuracy and precision and attention to quality standards. Ensures adherence to established quality standards. Strong organizational skills. Demonstrates a commitment to accuracy and precision in all aspects of work, consistently delivering high-quality results. Identifies and addresses any quality issues or deviations promptly, implementing corrective actions to maintain quality standards.
- Problem Solving - The ability to think critically, troubleshoot issues, and develop practical solutions to overcome training-related challenges.
- Teamwork and Collaboration - Works collaboratively with cross-functional teams to achieve common goals, deliver results, influence change, and promoting a culture of teamwork.
- Communication Skills Excellent communication skills to effectively communicate findings, recommendations, and improvement initiatives to stakeholders at all levels. Clear and concise communication is essential.
- Interpersonal Skills - Building positive relationships and collaborating effectively with cross-functional teams is essential. Strong interpersonal skills to foster a supportive and engaging environment, and work collaboratively with others to drive process improvements.
- Adaptability - Adapts quickly to changing priorities, situations, and demands in a fast-paced retail environment. Ability to work under pressure and meet tight deadlines. Adapting to changes in processes, technologies, and quality standards.
- Initiative - Self-motivated with a proactive approach to identifying opportunities for improvement, suggests innovative ideas, and takes ownership of logistics projects and initiatives. Works independently with minimal supervision, managing time effectively and prioritizing tasks to meet deadlines. Exhibits a strong sense of ownership, accountability, and responsibility for personal and team performance.
