Quality Assurance Manager

1 month ago


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

Job Summary

We are seeking a highly skilled Quality Assurance Manager to lead our quality function and drive account performance through the delivery of a defined and agreed QA framework per campaign.

Key Responsibilities

  • Work with the operations management team to drive account performance through the delivery of defined and agreed QA framework per campaign.
  • Responsible for overall customer experience delivery, support, and execution for client.
  • Deliver the required number of QA assessments per campaign/agent per month as agreed in the contract or the QA framework.
  • Support and develop a team of Quality Assessors.
  • Maintain a working knowledge of the entire call center operation as well as project operation in order to ensure that we deliver actionable insights that can add value either internally or externally.
  • Assist in analyzing client metrics on a consistent basis in order to maximize and make recommendations for efficiency.

Qualifications

  • TQM Qualification via a registered training provider will be beneficial.
  • Certified Six Sigma Belt is preferred.
  • Experience in LEAN or Six Sigma methodologies.
  • 3+ years' experience in a Quality/Customer Experience role within BPO industry with 2+ years' in a leadership role within a Quality/Customer Experience function.

Additional Information

This role is based in Claremont with rotational shift 24/7, Monday to Sunday.



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