Quality Team Leader

3 weeks ago


Cape Town, South Africa O'Dwyer Personnel Full time

**Quality **Team Leader**

**Key Skills Required**:

- Excellent skills on MS Office/Quality Tools / Data Analysis / Analytical Skills / Quality Reporting
- Knowledge of Lean and Six Sigma
- Knowledge of RCA techniques
- Excellent hands on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to clients
- Excellent communication skills, interpersonal skills and team handling skills
- Stakeholder Management
- Internal and external communications

**Roles & Responsibilities**:

- Ability to independently lead a team of quality associates and drive Quality culture within the process
- Should ensure completion of contractual audit target, feedbacks and reporting as per the defined process
- Ensure client quality targets are met & exceeded
- Ability to plan & conduct transactional quality audits, process improvements and calibration sessions.
- Ability to view the issues end-to-end and develop action plan with tangible deliverables
- Should drive improvement initiatives at the process level
- Responsible for carrying out improvement projects on the areas identified as improvement areas
- Understanding of the Business requirement and capability to address issues at various levels
- Eye for detailing and aggressive in plan execution/implementation
- Responsible for reviewing and tracking the progress on the action plans shared by the internal teams and highlighting deviations
- Shows flexibility/ownership & works under pressure situation
- Reports - Ability to work on data and generate various types of reports and analysis
- Define quality checklists for new process/processes
- Confident & Capable to interact/manage and handle the clients
- Patience while giving feedback, Open to change, Multi-tasking skills, Inter personal skills

**Minimum Requirements**:

- 2 years as Quality Team Leader within a contact centre
- 5 years experience within contact centre
- Matric Essential

**Job Types**: Full-time, Permanent

**Salary**: Up to R21,500.00 per month



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