Quality Assurance and Insights Manager
2 weeks ago
POSITION:
Quality Assurance & Insights Manager
REPORTS TO:
Centre of Excellence Executive
BASED IN:
Durban, Mount Edgecombe
A fantastic opportunity exists for a highly experienced
Quality Assurance and Insights (QA&I) Leader to join an innovative, complex, and rapidly growing BPO business.
The role holder will be accountable for delivering all aspects of the QA&I plan, ensuring the function's strategy and delivery aligns to and fully meets critical stakeholder requirements.
You must be a strong team player and be passionate about developing and supporting your team members on their growth journey while ensuring maximum effectiveness of service delivery.
YOUR RESPONSIBILITIES
Leading a team of circa 30 highly effective QA&I Analyst's in their focus on delivering to agreed QA volumes and specification (including being the production engine for value insights to support the businesses continuous improvement focus).
Through effective planning and prioritisation of activities and resources and with significant planned growth your focus will also be on growing your team both in headcount and skills whilst maintaining high standards of delivery.
- Strong planning and analytical focus to ensure team resources continually meet client contractual requirements (qualitative and quantitative) and are optimised
- Providing strong leadership to the team to support growth objectives including active recruitment and upskilling to fill and optimise role performance
- Coaching and mentoring the team to continually improve and optimise performance delivery whilst also developing them to provide a broader contribution to the continuous improvement agenda
- Own the effectiveness of own function's outputs ensuring the quality and focus fully meets the needs of internal and external stakeholders
- Further improving the production systems to ensure they are continuously meeting the needs of the function and business and are constantly updated to fully meet the changing needs of key stakeholders and team members
- Creating and maintaining a highperformance culture where all team members feel included and valued for their contribution
- Whilst remaining independent in the assessment of the quality of work produced by Operations, quickly become and remain a key member of the overall operation's senior management team
- Own the effective deployment of calibration events across the business and ensuring that improvement opportunities identified are reported and actioned
- Analyse material performance data, creating high quality reporting and commentary to share with internal and external stakeholders
- Create and deliver high quality reporting and presentations that provides simplified views together with meaningful and relevant insight
- Evaluate and deploy speech analytics solution to establish additional insight extraction and deliver increased value (not an alternative to QA's but to supplement data capture and ease of contact selection characteristics for QA review)
QUALIFICATIONS & EXPERIENCE
- Ideally educated to degree level, however not essential where planned and progressive career advancement is evidenced in CV
At least 5 years progressive Quality Assurance experience gained in omni channel contact centre environments (ideally BPO)
- Strong knowledge of statistically based quality assurance approach
- Strong stakeholder management experience
- Welldeveloped Analysis and Reporting skills
- Credible presenter of information (written and live presentation)
- Experience of both regulated and nonregulated operations desirable
COMPETENCIES
- Excellent verbal and written communication skills
- Leadership skills (well developed)
- Influencing skills
- Problem Solving skills
- Time Management skills
- Planning skills
- Able to prioritise work and resources effectively and work well under pressure
- Coaching skills
- Data Analysis and Reporting skills
- Strong attention to detail
- Statistical analysis knowledge and experience a benefit
Job Types:
Full-time, Permanent
Salary:
R20, R35,000.00 per month
Application Question(s):
- Have you worked with the Callbi QA System/Software before?
- How many years experience do you have working in International BPOs (UK/US/AUS/SA)?
Experience:
- QA management: 3 years (preferred)
Ability to Commute:
- Durban, KwaZulu-Natal (required)
Ability to Relocate:
- Durban, KwaZulu-Natal: Relocate before starting work (required)
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