Quality Assurance Manager

6 days ago

Cape Town, South Africa IGT Solutions Full time

Get AI-powered advice on this job and more exclusive features. Direct message the job poster from IGT Solutions Team Lead - Talent Acquisition Group at IGT Solutions As our new Assistant Manager - Quality, you will lead the creation, implementation and maintenance of a Total Quality Management system and culture. You will manage our company’s quality systems aiming for achieving no deviations and continuously improving service quality. Coordinating a systematic QA framework and directing our QA initiatives designed to ensure a high-quality and consistent customer experience are key. Main Goals Lead and develop the Quality management culture and practice Team management - managing a Team of Quality Evaluators and Team Leaders for aligned processes Act as the representative of the company in all matters related to Quality Management Analyze different data points on a daily/weekly basis to identify trends and improvement opportunities – both at teams and individual contributors levels Proactively identify opportunities to improve QA work and coordinate with different functions – operations, training, workforce management Lead all elements of Quality Control, validation, calibrations, customer Quality interface and client Quality assurance by developing key client partnerships Analyze and report trends in Agents/Process performance Participate in quality systems improvement activities using six sigma methodologies Bring insights and innovation ideas from QA perspective and help our operations team standardize work process and procedures - push initiatives to improve transaction Quality through new quality tools and motivational levers Detailed and relevant daily/weekly/monthly reporting that can provide sound data for efficient improvement decisions Identify bottom quartile factors and team players and steps to improve them Design, implement and monitor Quality corrective action plans when required Liaise with key stakeholders – internal & clients – for alignment and improved Quality results Your Profile Min. 1-2 years’ experience in a similar role with direct people management exposure (in BPO industry), and min. 3 years’ experience in Quality environments Previous contact center/BPO experience is essential for this role Travel/Airlines domain experience is a strong advantage but not mandatory Well versed with travel domain knowledge & MS Office (Excel, Word and PPT mandatory) Sound feedback and coaching skills Strong supervisory skills with an eye for detail. Result Oriented. Excellent written and verbal communication skills, fluent in English (mandatory), knowledge of German or French is a strong advantage Organized and Methodical, Target and deadline driven Knowledge of QC tools We Offer Competitive salary package and benefits Career growth opportunities within an international developing team, part of a global BPO player Friendly work atmosphere – work from home / office Seniority level Mid-Senior level Employment type Full-time Job function Customer Service, Quality Assurance, and Management Industries IT Services and IT Consulting and Outsourcing and Offshoring Consulting #J-18808-Ljbffr

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