Head of Quality - Contact Centre

SUMMARY:
The Role:

Manager : Quality (Contact Centre)

Randburg

The purpose of this role is to manage and lead all aspects of the Quality and Verification team to ensure the effectiveness of the QA function and to ensure that the

POSITION INFO:
The Role:

Manager : Quality (Contact Centre)

Randburg

The purpose of this role is to manage and lead all aspects of the Quality and Verification team to ensure the effectiveness of the QA function and to ensure that the quality of delivery is maintained throughout the duration of the client contract, in line with contractual obligations.

This role ensures responsibility for the consistent quality and verification process between the prescribed script, aligned regulatory compliance and business insights related to the campaign, by managing structured processes for the Agents and Contact Centre as a whole, providing documentation and managing the team.

The QA Manager furthermore participates in performance improvement and continuous quality improvement activities. 

Key Responsibilities:

• Manage of QA team to ensure high level of quality deliverables throughout the organisation
• Manage and plan QA workflow during project cycles
• Responsible for line management functions, including QA training, coaching, counselling, KPAâ??s and staff development
• Management of multiple QA environments
• Contribute to the overall success and quality of the product deliverables throughout the organisation
• Analyse and understand the dynamics of new product features
• Recommendation of improvements and / or corrections to product
• Evaluate and recommend QA standards. This includes:
  • A workable system defined to monitor the quality of all outputs produced by all team members
  • Regular checking of quality performance statistics.
• Determine the quality of the calls as made by the Agents and the Contact Centre by evaluating them according to set behavioural criteria and identifying business insights from the call
• Liaise with client(s) when required et al.

• Degree or relevant qualification
• Minimum of 8 â?? 10 yearsâ?? experience in QA environment
• BPO/Contact Centre experience a must
• Previous experience in a management role
• Previous experience in testing large/complex systems
• Automation experience will be advantageous
• ISO9001/Six Sigma experience highly advantageous

NB! This job is now closed. You can apply for other jobs by uploading your CV.