Senior Quality Manager

2 weeks ago

Durban, KwaZulu-Natal, South Africa Ignition Cx Full time

The Role:

The purpose of the role is for the establishing and implementing of quality assurance processes and procedures within the Ignition CX entity.

The Quality manager is to ensure that the quality of calls exceed both the customer and client expectations.

The Detail:

  • Developing Quality Assurance (QA) ProcessesThe quality manager establishes and maintains QA processes specific to call center operations. This includes defining quality metrics, such as call handling time, first call resolution rate, customer satisfaction scores, and adherence to scripts or protocols.

Implementing Quality Monitoring Programs:

They design and implement programs to monitor the quality of customer interactions, such as phone calls, emails, and live chats.

This involves listening to recorded calls, reviewing written communications, and assessing agent performance against established criteria.

Providing Feedback and Coaching:
Quality managers provide constructive feedback to call center agents based on their performance evaluations. They offer coaching and training to help agents improve their communication skills, product knowledge, and problem-solving abilities.

Analyzing Performance Data:
They analyze performance data to identify trends, patterns, and areas for improvement.

This may involve tracking key performance indicators (KPIs) related to call volume, call resolution times, customer satisfaction scores, and agent productivity.


Identifying Process Improvements:
Quality managers work closely with call center supervisors and operations teams to identify opportunities for process improvements. They recommend changes to workflows, scripts, or procedures to enhance efficiency, accuracy, and customer satisfaction.

Ensuring Compliance:
They ensure that call center operations comply with industry regulations, company policies, and quality standards. This includes adhering to data protection laws, maintaining customer confidentiality, and following best practices for customer service.

Conducting Quality Audits:

Quality managers conduct regular audits of call center operations to assess compliance with quality standards and identify areas of non-compliance.

They may also perform random sampling of customer interactions to evaluate agent performance. · Collaborating with Stakeholders: They collaborate with stakeholders across the organization, including customer service managers, training teams, IT departments, and senior leadership, to drive continuous improvement initiatives and address quality-related issues

Reporting and Documentation:
Quality managers maintain detailed records of quality assessments, feedback, coaching sessions, and performance metrics. They prepare reports and presentations to communicate findings, trends, and recommendations to management.

Requirements:

  • Intermediate computer skills (advanced excel, word, e-mail, power point)Contact center industry experience.
  • Able to communicate with senior and executive management.
Able to communicate clearly and provide transparency to all stakeholders both internally and externally.

Business AcumenExperienced in the fields of QualityMust have excellent interpersonal, verbal, and written communication skills (previous coaching, training experience is a plus)Must demonstrate excellent attention to detail, accuracy, and organizational skills.

· Accustomed to tight deadlines and able to multi-taskHigh degree of integrityExcellent Listening skillsExcellent command of spoken and written home language (Zulu/ /Afrikaans a bonus)Ability to simplify and communicate problems identified, when recognized.

Ability to apply logic to arrive at conclusions when collating insight on investigations, and proactively engage on solutions.
Ability to manage teams for the department up to 150+Financial and Commercial Finance knowledge advantageous (EDBITA, NPV, ROI) · Financial Services knowledge advantageousSpecial Skills

  • Being able to Multitask
  • Being able to resolve conflict either within a department or in affiliated partner departments.
  • Having a Yes and Can Do attitude
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