IntroductionAn Umhlanga based telecommunications company is looking for a Quality Assurance Manager to join their team.Duties & ResponsibilitiesManage day to day running of the QA teams and improving quality assurance processes.
Ensure high levels of customer satisfaction by identifying service areas requiring improvement.Implement regular dip checks with QA consultants to ensure alignment with Client expectations.
Set and manage productivity Targets / KPI’s.Ensure that daily coaching and weekly team best practice sessions are in place.
Support all QA’s by offering guidance and leadership.Create a culture of quality and service excellence.Manage QA allocation and ratio per campaign requirements.
Maintain and manage attrition, attendance, discipline and leave of the QA team.Report on operations quality benchmarks / actuals, compliance and complaints stats.
Develop action plans with each Campaign Manager to increase quality scores across all campaigns.Identify trends, opportunity areas or risks across the respective campaigns.
Identify possible situations / issues that may impact on the efficiencies of the department, the business or client relationships.
Help establish priorities for change.Implement changes by evaluating the nature and magnitude of the change required and how to achieve the required changes through the development of the organizations people, processes, tools, technologies and / or infrastructure.
Actively provide solutions for problems that may arise.Develop, implement and maintain an efficient QMS system.Identify and evaluate risks using data analysis and management reporting tools.
Champion, support or lead quality improvement initiatives.Monitor and advise how the quality management system is performing, including analysis of data, and publication of statistics regarding company performance against set measures.
Ensure requirements for governance and compliance are effectively met.Desired Experience & QualificationMatricMinimum 2 year’s QA experience within an International call centre environment.
Minimum of 3-5 years Quality Manager experience within an International Call Centre.Good understanding, knowledge and experience of QA processes and tools.
Completed coaching short course Six-Sigma or equivalent.Excellent people management ability as well as attention to detail skills.
BYC Aqua software training and experience is preferable. Package & RemunerationMarket Related