Quality Manager

7 months ago


Durban, South Africa Webhelp Full time

**Job Advert**
If you find yourself constantly looking for ways to be more efficient, pride yourself on exceeding expectations and value quality over quantity then the role of Quality Manager at Concentrix could be your calling

We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

As part of our team of innovators in Durban, you'll spearhead, develop and oversee the quality process and framework for an international campaign. Collaborating closely with operations, you'll ensure a consistent standard of quality, meeting daily expectations to a high degree.

Leading a dedicated Quality Team focused on delivering excellent customer experiences, you'll drive enhancements in quality performance through coaching, insights and collaboration with the Operational Team to meet KPIs.

**What you will do in this role**:

- Manage the implementation and continuous improvement of necessary Quality Frameworks and structures for all customer contacts across work streams
- Create and deploy an effective strategy to deliver industry-leading customer experiences
- Drive and support the delivery of Quality improvement plans
- Manage reporting trends and opportunities for performance improvement
- Allocate appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areas
- Mitigate business and customer risk exposure through the identification and eradication issues relating to people, processes and technology
- Manage partner expectations and requests, ensuring that stakeholder requirements are identified, delivered and met within agreed time frames

**Your qualifications**
Concentrix is a great match if you have:

- A matric certificate
- Strong interpersonal skills, with the ability to engage with stakeholders at all levels
- A minimum of 1-year experience as a Quality Manager, with relevant people management experience across multiple work streams and locations
- In-depth knowledge of customer experience methodology including Net Promoter System
- Experience working with Quality frameworks and processes, operating within a regulatory environment (OFCOM, FCA, ISO or EU regulations)
- A strong background in applied coaching methodology for both deductive and inductive purpose
- Advanced Excel skills (conditional formatting, creating formulas, pivot tables etc.)

It will be a plus if you:

- Have previous experience as Team Leader or Operations Manager

**Concentrix is an equal opportunity employer**:
**Eligibility to work**
In accordance with South African law, only applicants who are legally authorised to work in the SA will be considered for this position.

Job Reference: SA03106



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