Quality Excellence Leader

1 week ago

Cape Town, Western Cape, South Africa Surgo HR & Training Full time
Job Title: Quality Excellence Leader

We are seeking a highly skilled Quality Excellence Leader to join our team at Surgo HR & Training. The successful candidate will be responsible for driving process improvement and transformation strategies aligned with key client priorities.

Main Duties:

  • Develop strategic plans to improve quality processes and drive value capture for the company.
  • Buid a strong QE team to strategize and execute process improvements.
  • Build employee engagement and development programs in line with functional and business vertical plans.
  • Establish strong relationships with client stakeholders and internal stakeholders to drive improvement and innovation programs.
  • Document best practices in key business situations or problems.
  • Develop QE capabilities for business development and support in solutioning for key prospects.
  • Collaborate with business innovation teams and operations subject matter experts to build diagnostic toolkits for key business areas.
  • Implement people engagement and retention initiatives.
  • Develop lean six sigma mentors, including select talent within operations.
  • Design a cost-effective quality model that meets client onshore/offshore requirements.
  • Ensure execution of QA models to meet internal and external QA requirements, including compliance with third-party certifications.
  • Sustain and innovate a culture of independence in quality performance reporting across client/business processes.
  • Pivot to a digital/smart QA model with minimal human intervention.
  • Expand QE effectiveness in the evolving Platform-Services business model.
  • Manage external auditors' relationships and ongoing annual and interim audits.
  • Engage and coordinate with internal and external stakeholders during audit periods.
Requirements
  • Excellent working knowledge of MS Office (Excel, PowerPoint, Word, Outlook).
  • Familiarity with call recording systems (NICE, Witness) is preferred.
  • Proficiency with Minitab software.
  • Proficiency with MS-VISIO for flowcharting/process mapping software.
  • Domain knowledge across Insurance, Healthcare, Platforms-Services, Utilities is preferred.
  • Knowledge of quality systems (ISO, COPC).
  • Working knowledge of Transaction Monitoring (QA and QC).
  • Operational planning and process management skills to effectively plan, prioritize, and execute everyday QC operations.
  • Knowledge of quality assurance, process improvements, domain, etc.
  • Consulting mindset.
  • Strategic focus and strong business acumen.
  • Demonstrates a global mindset.
  • Demonstrates an intellectually agile and analytical approach and thought process.
  • Is a brand ambassador.
  • Conformance to policies/compliances with auditing skills and eye for details.
  • Ability to coach and give feedback on an ongoing basis.
  • Interviewing skills.
  • Strong written and verbal communication skills.
  • Project management skills and ability to lead in a challenging environment.

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