Quality Manager

2 weeks ago


Bellville, South Africa CX-International Full time

**Role Profile and Person Specification**

**Primary Objectives and**:
The QA Manager is responsible for setting quality standards, policies, and procedures that ensure customer service excellence. Their role involves making critical decisions on the implementation of quality monitoring tools, training programs, and improvement initiatives. They also oversee compliance with these standards, analysing performance data to guide strategic improvements. In collaboration with other managers and senior leadership, the QA Manager influences the broader customer service strategy, ensuring that the organisation's commitment to quality is reflected in every customer interaction.

**Purpose of the Role**:
The purpose of a Quality Assurance (QA) Manager in a contact centre is to ensure that all customer interactions meet the organisation's standards for quality, efficiency, and customer satisfaction. This role is pivotal in maintaining and enhancing the quality of service provided to customers, thereby directly impacting customer loyalty and the overall reputation of the organisation.

**Key responsibilities / Accountabilities**:

- **Quality Standards Establishment and Enforcement**: Defining and updating measurable quality criteria, monitoring adherence, and implementing supportive policies.
- **Performance Measurement and Improvement**: Analysing customer interactions and feedback to identify improvement areas and leading quality enhancement initiatives.
- **Training and Development**: Identifying training needs, developing, and executing training programs, and providing direct coaching to ensure customer service representatives meet quality standards.
- **Team Leadership and Management**: Managing the QA team and collaborating across departments for a unified quality assurance approach.
- **Customer Satisfaction and Loyalty**: Proactively enhancing customer experiences to improve satisfaction and loyalty.

**Qualifications**
- Essential_
- Business administration, communication Certification:

- Experience in Quality Assurance: Specific to call centres or customer service environments.
- Knowledge of QA Processes and Tools: Familiarity with quality monitoring software and methodologies
- Beneficial_
- Certification in Quality Management: Such as Six Sigma or Total Quality Management (TQM).
- Experience in Training and Coaching: Skills in developing and delivering effective training programs.

**Experience**
- Essential_
- QA +3 years of experience in QA management or similar roll, covering a range of QA functions such quality standards development, compliance monitoring, training and coaching, performance analysis, customer feedback management. This foundational experience is critical for understanding the breadth of QA activities.
- Quality Assurance Experience: Proven track record in a QA role within a contact centre environment, demonstrating the ability to improve service quality.
- Leadership Experience: Experience in leading a team, ideally within a QA context.
- Beneficial_
- Cross-Functional Project Experience: Involvement in projects that require coordination across different departments.
- Customer Service Background: Direct experience in customer service roles, providing a solid understanding of customer needs and expectations.

**Skills**
- Essential_
- Analytical Skills: Ability to analyse data and identify trends that affect quality and customer satisfaction.
- Communication Skills: Clear and effective communication, both in giving feedback and in writing reports.
- Leadership Skills: Ability to lead and motivate a team towards achieving quality objectives.
- Attention to detail: Ability to focus on details for continuous service improvements.
- Beneficial_
- Problem-solving skills: Innovative thinking in solving quality issues and improving customer satisfaction.
- Project Management Skills: Organising and managing quality improvement projects efficiently.

**Job Types**: Full-time, Permanent

Application Deadline: 2024/04/26



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