Service Delivery Excellence Manager

4 days ago


Cape Town, Western Cape, South Africa Callforceoutsourcing Full time
Job Overview:

We are seeking a seasoned Quality Assurance Manager to lead our quality management efforts at Callforceoutsourcing. As a key member of our team, you will be responsible for developing, implementing, and maintaining quality assurance strategies that drive exceptional service delivery.

Responsibilities:

* Develop and implement quality assurance frameworks to monitor and enhance service quality across campaigns.
* Establish quality metrics and standards tailored to client requirements and business goals.
* Align QA processes with industry best practices and regulatory standards.
* Recruit, train, and manage QA analysts and supervisors, ensuring the team has the skills and resources to excel.
* Conduct regular coaching and calibration sessions to maintain consistency in evaluations.
* Foster a culture of accountability, teamwork, and continuous improvement within the QA department.

Requirements:

* 3+ years of quality assurance experience, with at least 2 years in a management role in the BPO industry.
* Proven track record of managing QA frameworks across multiple campaigns or verticals.
* Strong analytical skills with the ability to interpret and present data-driven insights.
* Exceptional communication and interpersonal skills for managing cross-functional teams and clients.
* Proficiency in QA tools, CRM systems, and reporting platforms.
* Leadership and conflict resolution skills to manage diverse teams and address performance issues effectively.

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