Senior QA Manager
2 weeks ago
The **Senior Quality Assurance Manager** role is a pivotal role for Rewardsco Sales. This key role manages the designing, developing, and maintaining of our quality control measures ensuring that we keep our business safe.
**The appointee will be responsible for**:
Managing the implementation and continuous improvement of necessary Quality Frameworks and structures for Rewardsco Sales across all work streams & campaigns.
- Creating and deploying an effective QA strategy that will deliver industry-leading customer experience & keep our business safe.
- Driving and supporting the delivery of Quality improvement plans
- Managing reporting trends and opportunities for performance improvement as well as engaging appropriate stakeholders to share insights
- Allocating appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areas
- Mitigating business and customer risk exposure through the identification and eradication of issues relating to people, processes, and technology
**Minimum requirements**:
- Matric
- Tertiary qualification beneficial not required
- Minimum **5 years Quality Assurance Management experience** within a call center environment
- Proven track record of building QA teams, and managing the function & direction of QA teams.
- Advanced Excel skills including but not limited to conditional formatting, creating formulas and pivot tables
**Specific Skills Required**
- Familiar with current compliance measurements
- Strong Influential Leadership style
- Diverse knowledge of QA systems and building QA scorecards
- Be an advocate of Quality Assurance, Continuous Improvement, and industry best practices
- Telco background beneficial
- Excellent planning, organizational, and time management skills
- Strong Analytical ability
- Innovative and strategic thinker
- Strong communicator
- High integrity levels
- Strong technical skills both functional and non-functional in a continuous development area
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