Quality Assurance Manager

2 weeks ago

Cape Town, Western Cape, South Africa Initiate International Full time
Job Description
Are you passionate about customer service excellence? Do you have a keen eye for detail and a proactive approach to team management? Our client is expanding their customer support team and seeking an experienced Quality Assurance Manager to join them in Cape Town and take their customer service quality to the next level.Are you passionate about customer service excellence? Do you have a keen eye for detail and a proactive approach to team management? Our client is expanding their customer support team and seeking an experienced Quality Assurance Manager to join them in Cape Town and take their customer service quality to the next level.

Your key job responsibilities as the Quality Assurance Manager in Cape Town, South Africa will include:

Ensuring Quality in Customer Interactions

  • Conduct daily reviews of agent responses to tickets and calls, ensuring they meet our high standards for accuracy and professionalism.
  • Provide constructive feedback and coaching to help agents improve their performance.
  • Identify patterns and recurring issues, working with the head of customer support to develop effective solutions.
  • Engage in customer-facing activities 20% of the time to stay connected with customer needs and identify improvement areas.

Developing Training Programs

  • Collaborate with various teams to create and update training materials that reflect current product features and best practices.
  • Ensure training content is comprehensive, engaging, and meets our quality standards.
  • Conduct training sessions for new hires and provide ongoing training and support.

Onboarding and Training Quality Control

  • Develop and implement quality control processes for agent onboarding and training.
  • Evaluate the effectiveness of training programs and identify areas for improvement.
  • Work closely with relevant teams to ensure smooth and effective onboarding experiences.

Managing Knowledge Base

  • Document customer support processes clearly and concisely, using tools such as Zendesk.
  • Create and maintain Knowledge Base articles to provide accurate and up-to-date information.
  • Regularly review and update Knowledge Base content.
  • Integrate a chatbot with the Knowledge Base to automate responses, ensuring they are concise and helpful.

Key Performance Indicators

  • Agent Response Quality: Maintain high standards of accuracy and professionalism in agent responses.
  • Training Program Success: Measure improvements in agent performance and customer satisfaction.
  • Knowledge Base Utilization: Ensure the Knowledge Base is a valuable resource for agents and customers.
  • Onboarding Effectiveness: Evaluate the quality of the onboarding process through agent performance and feedback.


Requirements

Requirements for this Quality Assurance Manager job in Cape Town, South Africa:

  • 1-2 years of experience in a senior agent, quality assessor, or similar role.
  • Strong understanding of quality assurance principles and best practices.
  • Excellent written and verbal communication skills.
  • Analytical skills to identify trends and areas for improvement.
  • Attention to detail in managing ticket responses, training materials, and Knowledge Base content.
  • Strong organizational skills to handle multiple tasks effectively.
  • Ability to collaborate with various teams.
  • Willingness to learn and stay updated with industry trends.
  • Experience with Zendesk, Excel, PowerPoint, and training content creation is a plus.

If you are proactive, detail-oriented, and excel at team management, we want to hear from you Join our client and make a tangible impact on their customer service quality. Apply now and be part of a team dedicated to delivering top-notch service to their customers.



Benefits

Why Join Them?

  • Location: Stunning Cape Town, where vibrant city life meets breathtaking landscapes.
  • Growth Opportunity: Be at the forefront of enhancing their customer service quality.
  • Dynamic Team: Work with a supportive and innovative team committed to excellence.


Requirements
Quality Assurance

  • Quality Assurance

    2 weeks ago

    Cape Town, Western Cape, South Africa PIE IN THE SKY, MONTAGUE GARDENS CAPE TOWN Full time

    Quality Assurance & New Product Development OfficerPurpose of the role:In close liaison with the Quality Manager and the Quality team translate the Qualiity policies and procedures into Standards Operating Procedures (SOPs), as part of a systematic & systems-based approach that serve 1. the assurance of quality within a coherent system, 2. the mitigation of...

  • Quality Assurance Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Full Circle Resourcing Full time

    REQUIREMENTS & QUALIFICATION Degree in Quality/Engineering Quality body: Certification by industry recognised professional organisations is preferred (Certified Quality Auditor, Certified Quality Manager, advanced quality planning APQP, SPC, TQM).ISO: ISO 9000: 2015 / ISO 9001: 2015 / ISO 3951 Certificate/s Minimum 35 years experience in Quality Assurance...

  • Quality Assurance

    2 weeks ago

    Cape Town, Western Cape, South Africa Vencorp Placements Full time

    We're recruiting a Quality Assurance - IPC Co-ordination in Cape Town area. Your role will be to coordinate, oversee and manage the repetitive patient documentation and medical necessity process for all patients meeting the repetitive patient description. Conduct yearly ISO internal audits to ensure management continues to follow process improvement...

  • Quality Assurance Representative

    2 weeks ago

    Cape Town, Western Cape, South Africa Perfect Placement Recruitment Full time

    Our Client is seeking a Quality Assurance RepresentativeArea:Cape Town, Airport CitySalary: Market relatedREQUIREMENTS & QUALIFICATION Degree in Quality/Engineering or related field (4 year degree). Quality body: Certification by industry recognized professional organizations is preferred (Certified Quality Auditor, Certified Quality Manager, advanced...

  • Quality Assurance Representative

    2 weeks ago

    Cape Town, Western Cape, South Africa Milkor Integrated Systems Full time

    VACANCY - QUALITY ASSURANCE REPRESENTATIVE Milkor Integrated Systems (Pty) Ltd, Is an Aerospace company with an international footprint providing turnkey solutions on the land, sea, air and cyber domains. Our team is comprised of highly skilled professionals who are committed to excellence, innovation and safety. As technology continues to advance, UAV...

  • Audit Quality Assurance Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa RPO Recruitment Full time

    RPO Recruitment's client is currently seeking an Audit Quality Assurance Manager to join our team. As the Audit Quality Assurance Manager, you will play a critical role in ensuring the quality and consistency of our audit engagements.Responsibilities include: Developing and implementing audit quality assurance processes and procedures Conducting reviews of...

  • Quality Assurance

    2 weeks ago

    Cape Town, Western Cape, South Africa Batatu Electrical Full time

    A quality assurance manager to ensure that the company adheres to all applicable laws and regulations, including health and safety, environmental protection, and consumer rights. The manager also ensures that the company has adequate resources to meet its obligations.Ability to commute/relocate: Cape Town,Western Cape: Reliably commute or planning to...

  • Quality Assurance Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Synexa Life Sciences Full time

    Job Purpose:Implementation and maintenance of quality assurance at Synexa Life Sciences. Ensuring that procedures are in compliance with GCP, GLP and GCLP.Main areas of responsibility:Responsible for implementing the quality assurance program at Synexa Life Sciences in Cape Town in compliance with GLP, GCP and GCLP. Continuous improvement of quality system....

  • Quality Assurance Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa West Coast Personnel Full time

    The incumbent will be responsible to drive quality assurance within operations, to continually minimise risk of deviation from standards. To ensure standards align with customer requirements. Implement and maintain ISO9001 and ISO22000 accreditation.Requirements:3 years QA Manager experience and any relevant manufacturing qualificationExperience with...

  • Quality Assurance

    2 weeks ago

    Cape Town, Western Cape, South Africa MMWentzel Full time

    We are looking for Quality assurance agent that will support the organization to ensure that the sales agents comply with our quality standards.REQUIREMENTS: QA experience in a call center environment Minimum of two years' experience- multilingualAbility to commute/relocate: Cape Town,Western Cape: Reliably commute or planning to relocate before starting...

  • Quality Assurance Lead

    2 weeks ago

    Cape Town, Western Cape, South Africa Lula Full time

    WHAT WE DOWe're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business banking accounts and cutting-edge financial analysis tools, we're on itOur purpose is to help SMEs manage their business better, faster, simpler, Lula, so they can spend more time doing what they love.Speaking of love,...

  • Quality Assurance

    2 weeks ago

    Cape Town, Western Cape, South Africa MSD - CONSULTING Full time

    REQUIREMENTS Minimum 1 year experiance in Quality Assurance Matric Needed Hard Working PunctualJob Type: ContractContract length: 4 monthsSalary: R6,000.00 per month

  • Quality Assurance Tester

    2 weeks ago

    Cape Town, Western Cape, South Africa Tracking Talent: a WilsonHCG Company Full time

    Quality Assurance Tester.Well respected Investment Administrator is hiring QA Tester's to join their Quality Assurance Department. This is an exciting opportunity for an experienced QA tester who is passionate about user experience to test financial products and systems for an Investment Administrator.The Quality Assurance team is growing as the Investment...

  • Quality Assurance

    2 weeks ago

    Cape Town, Western Cape, South Africa MSD - CONSULTING Full time

    REQUIREMENTS Minimum 1 year experiance in Quality Assurance Matric Needed Hard Working Punctual- having the below languages is an advantage for the post, Afrikaans, Xhosa, Zulu, Sotho, Venda, Tswana, Tsonga, Ndebele, Swati.Job Type: PermanentPay: R5 500,00 per month

  • Quality Assurance Supervisor

    2 weeks ago

    Cape Town, Western Cape, South Africa AVI Limited Full time

    Indigo Brands, based in Cape Town, is a subsidiary of AVI Limited (AVI). Leaders in personal care and beauty products including female and male perfumed body sprays, roll-on deodorants, body care, face care, colour cosmetics and liquid fragrances. Well-known brands include Yardley Bond Street, Gorgeous, Lace, English Blazer and Lenthéric Hoity Toity, Solo...

  • Quality Assurance

    2 weeks ago

    Cape Town, Western Cape, South Africa SFG Engineering Services Full time

    Key responsibilities & duties: Develop/establish/maintain processes and metrics that support ISO 9001 requirements for Production. Perform Incoming inspections of materials and marking of heat/serial numbers for inventory control. Maintain supplier status and perform External Provider Evaluations. Track and report on time delivery. Maintain production...

  • Quality Assurance Coordinator

    2 weeks ago

    Cape Town, Western Cape, South Africa GAP Consulting Full time

    Western Cape, CPT - CBD Auto Component Manufacturers, Remanufacturers & Retailers R R 25 000 Job ref: CM000045/ZS Vacancy type: PermanentSHIFTINTOHIGHCAREER by joining a Manufacturing Company that seeks the expertise of a Quality Assurance CoordinatorMINIMUM REQUIERMENTS Minimum of 3 to 5 years experience in Quality Assurance in the Manufacturing Industry...

  • Quality Assurance

    2 weeks ago

    Cape Town, Western Cape, South Africa Aesafrica Full time

    An innovative product development company and execution partner. They specialize in building and launching exceptional products for clients in the retail and fintech sectors. For those seeking a company that values their expertise, encourages growth, and treats them like valued individuals, this is the perfect fit. They are committed to fostering a fun...

  • Quality Assurance Officer

    2 weeks ago

    Cape Town, Western Cape, South Africa Clicks Group Limited Full time

    Listing reference: click_015000Listing status: Online-Position summaryIndustry:Wholesale & Retail Trade- Job category:PharmaceuticLocation:Cape Town- Contract:PermanentRemuneration:Market related- EE position:YesIntroduction We are looking to appoint a Quality Assurance Officer to work within our Unicorn division. This role will be based at our Head Office...

  • Quality Assurance Pharmacist

    2 weeks ago

    Cape Town, Western Cape, South Africa NRS Recruitment Full time

    Reputable Pharmaceutical company is looking to employ an experienced Quality Assurance PharmasistDuties: Conduct, manage and coordinate batch release reviews and approve final product release to the market as per the legal requirements and guidelines set by SAHPRA and the Department of Health, and in line with the registered dossier. Always maintain and...