Head of Quality Assurance

2 weeks ago

Durban, South Africa Outworx Full time

About Us:
At Outworx, we are dedicated to delivering exceptional quality and excellence in all aspects of our operations. As a leading provider of BPO solutions, we strive to exceed stakeholder expectations and drive continuous improvement across our business units.

Role Purpose:
As the Head of Quality Assurance, you will play a pivotal role in ensuring that our quality standards meet stakeholder expectations and drive operational excellence. You will be responsible for developing and implementing the Quality Assurance Framework, leading the Quality Team, and driving continuous improvement initiatives across all business units.

Key Responsibilities:
Team:

- Manage the operational aspects of the Quality Team, ensuring optimal performance and adherence to standards.
- Implement best practices and ensure alignment with company processes.
- Lead, mentor, and develop team members to enhance skills and competencies.
- Foster a culture of service delivery excellence and continuous improvement within the department.

Operations:

- Implement efficiency improvements within the QA environment using relevant automation tools.
- Support business units in achieving required customer experience and quality outcomes.
- Manage transactional quality, including analysis, reporting, and root cause analysis.
- Provide accurate data to facilitate measurement of Service Level Agreements (SLAs).

Business Knowledge:

- Understand business needs and requirements to evaluate interactions and identify issues.
- Ensure compliance with company policies and procedures across all business functions.
- Keep abreast of industry developments and trends to drive continuous improvement.
- Utilize company and client systems effectively and research potential system enhancements.
- Ensure full compliance with system usage policies and procedures.

Awareness and Training:

- Complete all required training and promote a culture of customer-centricity.
- Create awareness of the Quality Management System within the department.

Skills Required:

- Excellent communication and interpersonal skills.
- Strong analytical ability and technical proficiency.
- Proficiency in Microsoft Office and CRM platforms.
- Strategic planning and risk-based thinking.
- Experience:

- Relevant qualification and experience in quality monitoring.
- Experience in leading and managing teams in a complex BPO environment.
- Knowledge of international regulatory environments is advantageous.

Personal Attributes:

- Effective leadership and decision-making ability.
- Attention to detail and problem-solving skills.
- Proactive nature and ability to influence.
- Adaptability and desire for continuous improvement.

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