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Quality Manager

4 months ago

Johannesburg, South Africa Webhelp Full time

**Job Advert**
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 our Braamfontein team as a Quality Manager where you’ll lead, develop and manage the quality process and framework on behalf of our client, working alongside operations to deliver a consistent quality model.

You’ll be joining our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

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.

Working closely with operational leadership, you’ll also be required to take responsibility for ensuring that day-to-day quality expectations and requirements are executed on time and to a high standard.

**What you’ll be doing**
- 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

**What you’ll need**
- Matric
- Strong interpersonal skills, with the ability to engage with stakeholders at all levels across our business and clients
- Min 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)
- Internal applicants need to be in their current role for at least 6 months in order to be considered for this role.

Please note that the appointment will be made in line with the company’s EE plan.

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. Take this opportunity advance your career with our collaborative team of game-changers today.

Job Reference: SA02221