Senior Quality Assurance Manager

1 month ago

Cape Town, Western Cape, South Africa WNS Global Services Full time
Job Summary

The Senior Quality Assurance Manager will be responsible for delivering against KPI targets and plans, through effective management of people and process. This role will create a positive learning environment that empowers and develops the team by being a role model who participates in achieving the wider contact center goals, with an objective towards generation and retention of business.

Key Responsibilities
  • Review and sign off monthly quality score and compliance score
  • Attend Meetings with operations team and/or client to report on QA analysis
  • Manage and handle internal and external escalations
  • Create, maintain or update business intelligence tools, databases, dashboards, systems, or methods
  • Manage timely flow of business intelligence information to users
  • Maintain library of model documents, templates, or other reusable knowledge assets
  • Synthesize current business intelligence or trend data to support recommendations for action
  • Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders
  • Assure compliance requirements are met and implement solutions to prevent non-compliance
  • Monitor and develop campaign performance and ensure that strategies are in line with both business and client expectations
  • Accomplish quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counselling employees
  • Develop quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring inventories
  • Validate quality processes by establishing quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.
  • Prepare quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations
Qualifications
  • Relevant tertiary qualification
  • Minimum of 3 years' experience in a quality management role within the contact center industry
Additional Information

Knowledge, skills and attributes required:

  • Strong interpersonal skills, written and oral communications skills
  • Ability to take initiative
  • Ability to communicate effectively with people at all levels both internally and externally
  • Ability to work to tight deadlines and respond to changing priorities quickly and positively
  • Ability to plan and carry out responsibilities with minimal direction
  • Ability to work independently and well in a team

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