Quality Assurance Lead

3 days ago


Cape Town, Western Cape, South Africa IGT Solutions Full time
Job Description

As a key member of our team at IGT Solutions, you will play a vital role in driving quality excellence and customer satisfaction.

This is an exciting opportunity to lead the creation and implementation of a Total Quality Management system and culture. You will be responsible for managing our company's quality systems, aiming to achieve no deviations and continuously improve service quality.

You will coordinate a systematic QA framework and direct our QA initiatives to ensure a high-quality and consistent customer experience. Your expertise will drive business growth and enhance customer loyalty.

Main Responsibilities:

  • Lead and develop the Quality management culture and practice
  • Team management - managing a Team of Quality Evaluators and Team Leaders for aligned processes
  • Act as the representative of the company in all matters related to Quality Management
  • Analyze different data points on a daily/weekly basis to identify trends and improvement opportunities – both at teams and individual contributors levels
  • Proactively identify opportunities to improve QA work and coordinate with different functions – operations, training, workforce management
  • Lead all elements of Quality Control, validation, calibrations, customer Quality interface and client Quality assurance by developing key client partnerships
  • Analyze and report trends in Agents/Process performance
  • Participate in quality systems improvement activities using six sigma methodologies
  • Bring insights and innovation ideas from QA perspective and help our operations team standardize work process and procedures - push initiatives to improve transaction Quality through new quality tools and motivational levers
  • Detailed and relevant daily/weekly/monthly reporting that can provide sound data for efficient improvement decisions
  • Identify bottom quartile factors and team players and steps to improve them
  • Design, implement and monitor Quality corrective action plans when required


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