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National Quality Assurance Manager

2 months ago

Johannesburg, Gauteng, South Africa CallForce Full time

**Job Title:** National Quality Assurance Manager

The Quality Assurance Manager will ensure that quality and compliance standards across CallForce are consistently met and engineer strategies followed by implementation to continuously better the performance of the business according to the policies and procedures of CallForce.

This individual will be responsible for client communication regarding all matters Quality Assurance as well as regular briefings with senior management on the progress of the Quality Assurance teams and work done across all campaigns.

**Key Responsibilities:

  • Ensure compliance with the company's quality systems and processes
  • Evaluate daily feedback from all quality assurance and compliance teams
  • Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the contact centre
  • Ensure campaign KPIs are met regarding quality standards
  • Continuously upskill quality assurance personnel
  • Provide weekly quality assurance reports to the business and to clients as per SLA requirements
  • Ensure on-going optimisation across all campaigns within the business
  • Team management

**Requirements:

  • Ability to work and complete projects without supervision, self-motivated
  • Ability to communicate with discretion and professionalism, understanding when confidentiality is needed
  • Analytical approach to problem solving and solution driven strategy development
  • Critical attention to detail
  • Capable of always working on multiple campaigns
  • 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

**Qualifications and Experience:

  • 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
  • MS Excel proficiency advanced
  • Customer Centric Report building