Quality Manager

2 weeks ago

Cape Town, Western Cape, South Africa Ascensos Full time

LOCATION
Cape Town, South Africa

TYPE
Office Based

POSITION
Full Time

DATE POSTED
10/04/2024

Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

Whether it's clients or colleagues, delivering with a personal touch is truly important to us.

We work with a diverse range of well-known retail brands, across many sectors, including; ALDI, River Island, KFC and Big Bus Tours.

We're proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award-winning customer service.


What We're Looking For


The QA Manager is responsible for creating a professional environment and one that nurtures a mutual support amongst the team, demonstrating a clear customer focus and ability to identify and track improvement opportunities.

They will support the delivery and overall success of the business through continual process suggestions and improvements.

The role requires strong ability to use data to lead the team's focus in the right director and present monthly trend reporting to managers and key stakeholders.

The main effort of this role is to constantly and relentlessly drive the quality framework agenda forward and to promote 'world class service' for Ascensos and their Clients.


What To Expect


As a Quality Manager at Ascensos, you will play a crucial role in ensuring the delivery of exceptional customer service by maintaining and improving our quality standards across all customer contact channels.


  • Efficiently and effectively manages the quality coaches' team.
  • Ensures that the number of required coaching sessions and deep dives is acquired.
  • Ensures that the performance prioritization process is completed correctly.
  • Creates the quality overview for the monthly/quarterly/yearly business reviews.
  • Keep an accurate and up to date reporting on quality results and trends.
  • Centralizes the calibration variances across the business and leads and upskills the team to be able to lead as well Operations Calibrations and Clients Calibrations (Ensure that the calibrations tracker after each meeting and cascade to all stakeholders)
  • Approved/denies annual leave to ensure continuity of service coverage.
  • Support the development of the team.
  • Provides quality insights gathered from the quality development process.
  • Holds regular one2ones with the team members.
  • Collaborate with the PO team to share quality concerns.
  • Contributes to the development and delivery of the Quality framework by supporting with initiatives throughout the process.
  • Follows up on actions and holds people to account for their actions ensuring they are completed on time.
  • Develop a selfsustaining continuous quality improvement culture within your business unit.
  • Deliver a step change in quality measures though a structured programme of Quality activities and projects.
  • Identify noncompliance to quality standards, making recommendations where appropriate, to ensure that quality targets are achieved, maintained, and consistently applied in line with client & Ascensos requirements.
  • Validates ideas of quality awareness / standards for advisors to develop an understanding of quality approach, including benefits to the client, Ascensos and our customers.
  • Cross skill our quality coaches to provide optimal coverage within our business units

About You


We're delighted to drive innovation on-site day after day, so it's a plus if you're inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we're looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills
-
Minimum 2 years of experience as a Quality Manager within a BPO environment (preferrable)
-
Tech trends savvy: Understand and lead automation-based ways of working.
-
Experience: Show that they've been previously leading and mentoring highly skilled Quality professionals and they have experience of running large scale quality improvement programmes
-
Prioritization: Must be able to set priorities and multi-task between many simultaneous strategic projects and day to day maintenance related activities.
-
Effectiveness: Consistently delivering against key metrics and can demonstrate that they have made a significant, positive, and tangible impact in the last 12 months to the success of the team, the operation and/or the business, as well as the customer.
-
Continuous Improvement Using data and insights to actively improve the processes and/or systems within the contact centre, driving innovation, resulting in a positive step change for customers and/or colleagues.

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Management: Colleag

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