National Quality Assurance Manager
2 months ago
The National Quality Assurance Manager will oversee the implementation of quality processes, manage QA teams across various campaigns, and report to the Head of Training & Quality Assurance.
This role ensures that quality and compliance standards are consistently met across the business. The National Quality Assurance Manager will develop strategies to improve performance, communicate with clients regarding quality matters, and provide regular briefings to senior management on QA team progress.
Key Responsibilities:- Ensure compliance with CallForce's quality systems and processes
- Evaluate daily feedback from QA and compliance teams
- Develop and maintain thorough knowledge of products, including performance and functional requirements
- Ensure campaign KPIs are met regarding quality standards
- Continuously upskill QA personnel
- Provide weekly quality assurance reports to the business and clients as per SLA requirements
- Ensure ongoing optimisation across all campaigns
- Team management
- Ability to work independently and self-motivated
- Excellent communication and discretion skills
- Analytical approach to problem-solving and solution-driven strategy development
- Critical attention to detail
- Ability to work on multiple campaigns simultaneously
- Strategy implementation with excellent organisational skills
- Quality control astuteness
- Strong knowledge of customer care processes and techniques
- Demonstrated ability to work well in a team environment
- Must be a critical thinker
- Data analysis
- At least 3-5 years in Quality Assurance/Quality Control/Compliance at management level (BPO industry preferred)
- At least 3-5 years of managing a QA team
- Advanced MS Excel proficiency
- Customer-centric report building
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