Senior Quality Manager

3 weeks ago

Sunninghill, South Africa STARTEK Full time

Our Company is looking to fill the position of Senior Manager: Quality & Lean Practitioner to be based at our Sunninghill offices.

**Requirements**:

- Matric or Equivalent
- Clear Criminal and ITC records
- Relevant degree, or a related post graduate qualification preferred; Recognized qualification in formal improvement methods (e.g. Lean Six Sigma, Black Belt etc)
- Minimum 3-5 years proven continuous improvement analytical experience from a similar role, including project management and business analysis.
- Excellent understanding of continuous improvement concepts including Six Sigma, Lean, value stream mapping.
- Experience of designing or implementing a framework of continuous improvement in a multijurisdictional organization.
- Past management experience essential
- Experience in leading CI programs across BPM channels (Inbound, Back office etc)
- Demonstrated experience analysing complex data sets and translating them to actionable solutions for customer stakeholders based on the results of the data.
- Exposure to BI tools would be an added advantage.
- Microsoft office suite with marked proficiency using PowerPoint and Excel for presentations and metrics.
- Excellent communication, attention to detail, conceptual thinking and problem solving skills required.
- Strong analytical, project and product management skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements.
- Proficient in the use of Microsoft Office, including Project, Visio, Word, Excel, Power bi, Outlook, and PowerPoint.
- Ability to set-up, facilitate and lead service improvement sessions with a range of business stakeholders (incl. Experience of process/value stream mapping).
- Experience of hands-on implementation of continuous improvement programs and Lean solutions such as COPC, PQM.
- Experience of designing remediation plans to address productivity and efficiency issues, and track record of following through to ensure closure.

Key Responsibility Areas:

- Leads new initiatives such as digital transformation to improve sales and service quality and reduce expenses and identifies trends and lead improvement programs.
- Managing & providing leadership for the customer experience function within the client contact centre.
- Driving customer experience requirements through Assistant quality managers, Team Managers and CE Coaches.
- Facilitate CCM & Client involvement in the delivery of quality through regular discussion and feedback.
- Training of new CE Coaches & Team Managers on the agreed customer experience management system.
- Developing the existing Assistant quality managers, CE Coaches & Team Managers on quality, coaching, people focus, and feedback.
- Assist Team Managers & CE Coaches to deliver against the customer experience management requirement.
- Keep all stakeholders updated and involved in progress & changes.
- Manage the calibration process across Team Managers, Coaches, and Client to ensure consistency.
- Regularly review the customer experience management system for effectiveness and engage parties on recommended changes/updates.
- Reporting & analysis of quality results.
- Seeks new and improved business metrics that drive appropriate behaviors and refine the management model.

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

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