QA Manager

2 weeks ago

Durban, KwaZulu-Natal, South Africa Huntswood Full time

Job Overview:


Working as part of dynamic, large-scale operations, the job holder will be part of a high-quality team undertaking Quality checking of the work completed by Team Members.

This is an exciting mid-level management role where the job holder will be exposed to multiple clients across various industries.


Responsibilities:

  • Managing a team of multiskilled Quality Advisors responsible for completing quality assessments across a range of clients
  • Creating and supplying client and management reporting and insight
  • Responsible for quality scores and risk management in line with Client and regulatory targets
  • Presentation of results at weekly and monthly client business reviews
  • Responsible for the oversight of customer remediation exercises where required
  • Direct client point of contact for all QA, compliance, complaints, and insight requests
  • Checking of investigations of complaints, including the gathering of information, contacting customers and communicating decisions based on the information available.
  • Utilising a wide range of systems to check that the execution of a defined process has been correctly undertaken and escalate as appropriate to team leader
  • Providing feedback to Senior Operations Managers on the outcome of checked cases and supporting with campaign performance improvement plans
  • Working alongside the Training Manager to instil a quality centric culture from employee early life.

Job Required Requirements:

  • National senior certificate
  • Grade 1
  • Experience in the BPO Industry
  • A background in quality assurance, compliance, risk management or other processdriven environments is required.

Required Skills:

  • Excellent verbal and written communication skills with the ability to report to a senior audience.
  • Strong presentations skills for a target audience of senior managers and direct client feedback.
  • Ability to influence senior managers and stakeholders within the remit of specific campaigns and requirements.
  • Excellent Microsoft word knowledge and skill, not limited to, Microsoft word, excel and powerpoint.
  • Ability to analyse data, highlighting trends and developing remediation plans where required.
  • Ability to manage a team of crossskilled employees working across a variety of workstreams.
  • Minimum of one years' relevant outsourcing industry experience.
  • Minimum of one years' experience in people management
  • Minimum of one years' experience of written and verbal communication at Senior Stakeholder Level and Client.

Core Behavior
Huntswood's employees are described as dependable, driven and collaborative.
The job holder should be able to demonstrate they are:

  • Confidential, reliable and genuine
  • Dynamic, passionate and determined
  • Friendly, compassionate and cooperative
- "It's not just about what we do, but the way we do it. And it's our values that make us special."

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