Service Quality Manager

3 days ago


Port Elizabeth, Eastern Cape, South Africa Farm Manager SA Full time

Farm Manager SA is committed to delivering exceptional customer experiences through our call center operations. We are seeking a seasoned Quality Manager to oversee and ensure the quality of service delivery within our organization.

This role requires a deep understanding of quality assurance principles, methodologies, and tools. The successful candidate will have a proven track record of developing and implementing quality assurance strategies, designing and executing quality monitoring programs, and analyzing quality data to identify areas for improvement.

Responsibilities:
  • Develop and implement quality assurance initiatives to maintain service quality.
  • Design and execute quality monitoring programs to evaluate customer interactions and operational processes.
  • Conduct regular audits and evaluations of call center agents' performance against established quality metrics and benchmarks.
  • Provide actionable insights and recommendations to management based on quality data analysis.
  • Prepare and present detailed reports on quality performance metrics, trends, and improvement initiatives to senior management and clients.
  • Collaborate with training and operations teams to develop training programs based on quality assessment findings.
  • Implement corrective actions and continuous improvement initiatives to enhance overall service quality and customer satisfaction.
Requirements:
  • Proven work experience as a Quality Manager or similar role in a BPO or call center.
  • In-depth knowledge of quality assurance principles, methodologies, and tools.
  • Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
  • Excellent communication and interpersonal skills; ability to effectively collaborate with cross-functional teams and present to clients.


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