Quality Manager
5 months ago
**Business Support**
**Location**
- Cape Town, South Africa**Language**
- English***
**Job Advert**:
**Reimagine your career**
Do you read the content labels before purchasing products? Do you follow the washing instructions for each of your clothing items?
You could be the person we need to join Concentrix + Webhelp in our Claremont office as a Quality Manager.
With game-changers in over 70 different countries, we celebrate our differences and embrace what makes you unique. Imagine being a part of a company that supports each other’s success and well-being, giving you the tools and support you need to be the best version of yourself and embark on a career with endless possibilities.
In this role, you’ll lead, develop and manage the quality process and framework alongside operations to deliver a consistent quality model.
You'll need to drive improvement in quality performance via team coaching, insight outputs and working with the Operational Team to ensure delivery on KPIs.
**What you will do in this role**
As a Quality Manager on our team, you’ll be:
- Leading, developing and managing a Quality Team in line with campaign requirements
- Managing the implementation and continuous improvement of necessary Quality Frameworks and structures for all customer contacts across work streams
- Creating and deploying an effective strategy that will deliver industry leading customer experience
- Driving and supporting delivery of Quality improvement plans
- Managing reporting trends and opportunities for performance improvement as well as engaging appropriate stakeholder 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 identification and eradication of issues relating to people, processes and technology
- Managing the day to day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed time frames
**Your qualifications**
Concentrix + Webhelp is a great match if you have:
- Matric
- Strong interpersonal skills, with the ability to engage with stakeholders at all levels across our business and clients
- A minimum of 1-year experience as a Quality Manager, leading and inspiring a Quality Team 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 such as OFCOM, FCA, ISO or EU regulations
- Strong background of applied coaching methodology for both deductive and inductive purposes
- Strong analytical skills and attention to detail
- Advanced Excel skills including but not limited to conditional formatting, creating formulas, pivot tables etc.
- Comfortable producing reports and presenting at management level
- Ability to multi-task and work on your own initiative, as well as being able to make decisions where appropriate
- Excellent planning, organisational, and time management skills
- Experience as Team Leader or Operations Manager (Advantageous)
Please note that the appointment will be made in line with the company’s EE plan.
**Reimagine the best version of you**
After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying.
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