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Call Centre Quality Assurance Director

1 week ago

Cape Town, Western Cape, South Africa EXL Full time

We are seeking a meticulous and experienced Quality Manager to join EXL and ensure the highest standards of quality and performance in our call centre.

Key Responsibilities:
  1. Oversee and manage the quality auditing process: Develop, implement, and maintain quality control procedures that drive excellence and consistency in our call centre operations.
  2. Conduct performance appraisals: Assess and evaluate the performance of Quality Analysts, providing constructive feedback to support their growth and development.
  3. Ensure accuracy in quality assessments: Foster a culture of precision and attention to detail, guaranteeing that all quality assessments and reports meet the highest standards.
  4. Develop and implement quality improvement initiatives: Identify areas for improvement and design effective strategies to enhance overall quality and customer satisfaction.
  5. Collaborate with other departments: Work closely with cross-functional teams to drive business growth, improve processes, and increase customer engagement.
  6. Identify training needs: Recognize skill gaps and develop targeted coaching programs to upskill call centre staff, driving individual and team performance.
  7. Analyze data and trends: Leverage insights from data analysis to inform decision-making, identify areas for improvement, and drive strategic initiatives.
Requirements:
  1. Minimum 2 years of management experience in a call centre environment.
  2. Proven experience in quality auditing.
  3. High level of accuracy and attention to detail.
  4. Strong critical thinking and problem-solving skills.
  5. Excellent communication and interpersonal skills.
  6. Ability to work independently and as part of a team.
  7. Proficiency in using call centre software and tools.