Senior Quality Manager

6 months ago

Durban, South Africa Webhelp Full time

**Job Advert**
Do you always check the best before dates? Do you read the content labels before purchasing products? Do you follow the washing instructions for each of your clothing items? We are looking for this kind of attention to detail and focus on ensuring quality. We have an exciting opportunity for a Senior Quality Manager to join our dynamic, energetic team in Durban.

We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

**What you will do in this role**

As a Senior Quality Manager on our team, you will:

- 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

**Your qualifications and experience**

Concentrix is a great match if you:

- Matric
- Minimum 2 years’ 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
- Excellent planning, organisational, and time management skills

It will be a plus if you:

- Experience as Team Leader or Operations Manager

**Concentrix is an equal opportunity employer**

**Eligibility to work**

In accordance with the South Africa’s law, only applicants who are legally authorised to work in the South Africa will be considered for this position.

Job Reference: SA03138

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