Quality Manager

2 weeks ago


Durban, KwaZulu-Natal, South Africa Webhelp Full time

Other

Location

  • Durban, South Africa
    Language
  • English***
    Job Advert:
    What you'll be doing in this role
  • Leading, developing and coaching a team of Quality Analysts/Team Leaders
  • Managing team performance in line with objectives and metrics
  • Delivering/overseeing QA induction training and accreditation, check the checker activity on QA and QA coaching
  • Leading/overseeing account Quality calibration
  • Ensuring daytoday Quality expectations and requirements are met and delivered on time
  • Collating informative Quality performance reporting including root cause analysis and opportunities for improvement

Experience and qualifications

  • Minimum 2 years' leadership experience with at least 12 months' experience within contact centre Quality role/environment
  • Experience of working with & embedding quality frameworks and standards
  • Able to collate informative Quality performance reporting including root cause analysis
  • Experience of working with and influencing stakeholders at a senior level
  • Ability to effectively manage multiple tasks, work at pace and flex approach when required both virtual and on site
  • Experience of working with customer metrics such as NPS and Csat
  • Selfmotivated and able to work both independently and as part of a team both virtual & on site

What's in it for you

  • Lead a dynamic team in a fastpaced environment
  • Work with industryleading experts
  • Opportunity for growth and development
  • Competitive salary and benefits package
  • Make a real impact on our Quality framework and standards
Please note that the appointment will be made in line with the company's EE Plan.
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