Senior Quality Assurance and Continuous Improvement

1 month ago


Umhlanga, South Africa Outworx Full time

To manage the Quality Assurance (QA) and Continuous Improvement (CI) Function to ensure that the outputs of the team meet stakeholder expectations. Key responsibilities include implementing and maintaining a Quality Assurance and CI Framework, developing a Quality & CI Strategic Plan, and leading the Team to achieve departmental goals through reporting, feedback and CI initiatives.

**RESPONSIBILITIES**:

- Understand and align with the business vision, mission, strategies, and objectives.
- Ensure Managers are aware of ISO standards and their responsibilities.
- Oversee daily operations and performance of the QA & CI Department Managers, conduct performance evaluations, and provide necessary coaching.
- Monitor team performance, report on metrics, and ensure all processes are followed correctly.
- Create, review and implement QA & CI processes and reports to track progress and increase productivity.
- Understand the Business and Campaign requirements, to effectively evaluate interactions adherence to scorecards, metrics to effectively identify issues and concerns
- Recruit and assist in the recruiting process of QA & CI roles
- Manage the Profit and Loss (PNL) within the department.
- Provide accurate data to the Operations Department to measure SLA’s.
- Ensure the QA & CI Team meets quality standards and client interactions meet customer experience standards.
- Implement improvements and efficiencies using automation tools and technologies.
- Close skills and competency gaps through coaching, mentoring, and training.
- Authorize leave, plan for absences, schedule breaks, and manage employee performance.
- Conduct transactional quality & CI analysis, calibration, reporting, and root cause analysis.
- Make improvement recommendations and monitor their implementation.
- Effective resource planning
- Strong mathematical proficiency
- Proficient verbal and written skills
- Ability to communicate at all levels
- Proficient in Microsoft Suite (Word, Excel, PowerPoint, Outlook)
- Understanding the business environment
- Understanding of products, services and CRM platforms
- Risk based thinking
- Strong analytical ability in terms of scorecard development, reporting, and data analysis
- Adaptability & Critical thinking
- Good time management: delivering dynamic solutions in a fast-paced environment.
- Trustworthy and honest, delivering high quality work with credibility, demonstrating integrity.

**REQUIREMENTS**:

- Relevant qualification / experience in same or similar role (minimum 3 years)
- Experience in quality / monitoring (minimum 3 years)
- Experience in leading / managing senior management (minimum 3 years)
- Experience in working within a complex environment
- Knowledge of international regulatory environments
- Experience in the Global Business Sector is advantageous
- Ability to manage cross functional projects

**Experience**:

- leading/managing senior management: 3 years (preferred)

Application Deadline: 2023/10/16



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