National Quality Assurance Manager (Call Centre)

Recruiter:

Callforce Direct

Job Ref:

1568607316

Date posted:

Friday, August 19, 2022

Location:

Johannesburg, South Africa

JOB SUMMARY:
-

JOB DESCRIPTION:

The Quality Assurance Manager will monitor process implementation, manage QA teams in various campaigns within the business & reporting to the Head of the Training & Quality Assurance department.

The Quality Assurance Manager will ensure that quality & compliance standards across the business are consistently met & engineer strategies followed by implementation, to continuously better the performance of the business according to the policies and procedures of the business. This individual will be responsible for client communication regarding all matters Quality Assurance as well as regular briefings with senior management on the progress of the Quality Assurance teams & work done across all campaigns.

Duties & Responsibilities

Ensure compliance with the company's quality systems & processes
Evaluate daily feedback from all quality assurance & compliance teams
Develop and maintain thorough knowledge & understanding of products, including performance and functional requirements of the contact centre
Ensure campaign KPIs are met regarding quality standards
Continuously upskill quality assurance personnel
Provide weekly quality assurance reports to the business & to clients as per SLA requirements
Ensure on-going optimisation across all campaigns within the business
Team management

Requirements

Ability to work and complete projects without supervision, self-motivated
Ability to communicate with discretion and professionalism, understanding when confidentiality is needed
Analytical approach to problem solving & solution driven strategy development
Critical attention to detail
Capable of always working on multiple campaigns
Strategy implementation with excellent organisational skills
Quality control astuteness
Strong knowledge of customer care processes and techniques
Demonstrated ability to work well in a team environment
Must be a critical thinker

Qualifications & Experience

Data Analysis
At least 3-5 years in Quality Assurance/Quality Control/Compliance at management level (BPO industry preferred)
At least 3-5 years of Managing a QA Team
MS Excel proficiency advanced
Customer Centric Report building

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National Quality Assurance Manager (Call Centre)

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