Quality Assurance Manager

**POSITION **:Quality Assurance Manager**

**Location **:Braamfontein**

**Department **:Contact Centre**

**Reporting to **:Business Unit Head**

**Mission of South Point**

South Point Management’s mission is to be a **_leading _**provider of **_clean, convenient, safe_** and **_affordable student _**accommodation **_nationally_**. We provide a springboard for students to realise their potential and aspirations by offering an inspiring space to learn, grow and make connections. In summary, an uncompromised environment and student life experience.

**GENERAL PURPOSE**

Manage and assume full responsibility for the management of the total quality management system. To supervise the performance of a multi skilled quality assurance and customer care team, and to take care of the many aspects relating to quality assurance, quality control, customer care, measuring and reporting on our customer satisfaction levels.

**REQUIREMENTS**:
**EDUCATION**:

- Grade 12
- NQF 5/6- business studies or equivalent
- Six sigma yellow belt

**EXPERIENCE & SKILLS**:
**Essential**
*
- Strong communication skills to facilitate interaction between Quality Assurance and its clients (written and verbal)
- Analytical thinker
- Aptitude for Statistics
- Must be able to analyze and disseminate information in a meaningful and understandable method
- Interpersonal skills
- Fact-finding ability
- Positive and patient
- Knowledge and experience with problem solving skills
- Time management
- Customer centric
- Contact centre acumen - proven experience managing contact centre QA / Contact Centre operations
- Design and implement processes and systems that drive performance in sales and service.
- Proven experience in driving results through others
- Proven experience of coaching high performing teams
- Experience documenting, auditing and improving business processes and procedures, preferably in a call centre or customer service environment
- Experience in setting quality goals, determining metrics for measuring quality, analyzing and creating recommendations for improvement based on the data
- Working knowledge of quality monitoring and developing quality assurance initiatives
- Understanding of best practices relevant to creating a positive and customer centric work environment within a contact centre
- Possess a working knowledge of project management methodologies and ability to manage multiple projects at the same time
- Leadership, negotiation and team building skills
- Ability to maintain effective working relationships with senior management, business operations, business partners, staff and external resources
- Ability to multi-task several work deliveries; set priorities and meet deadlines with little supervision; desire to take ownership of assigned work and take initiative.
- Visionary with long term focus - able to see the end result
- Ability to create an open environment supportive of free sharing of information and ideas that is also conducive to contribution, growth and achievement
- Teamwork: Collaborates with others in own unit and across boundaries

**Desirable**
- Knowledge of The Contact Centre Technologies and Strategies
- Project Management
- Experience in Grow coaching methodology
- Experience in quality assurance, call monitoring, service excellence, customer service, quality coaching or mentoring preferred
- Experience in Total Quality Management
- Working experience in business analysis, process analysis, or similar position

**Behavioural Dimensions and Skills required**
*
- Considerably high measures of tact; due to the sensitivity, surrounding role outputs
- Ability to demonstrate diplomacy
- Adaptable to changing business priorities
- Influential leader
- Tech-savvy
- Self-motivated
- Good communicator
- Customer Excellence
- Developing Self and Others
- Highly self-motivated and directed, with keen attention to detail.

**RESPONSIBILITIES**
- Provide direction and leadership to a team of quality assurance and customer care analyst, guide and coach staff in the completion of their day-to-day responsibilities and ensure that established policies and procedure are followed.
- Set Quality Assurance compliance objectives and ensure that targets are achieved or exceeded
- Review daily workflow for staff performance levels.
- Conduct routine department meetings to ensure the staff is kept appraised of department and company issues.
- Communicate effectively in both written and verbal formats with individuals or groups and create presentations utilizing a variety of audio/visual aids.
- Exercise strong leadership, problem solving, and negotiation skills and positive influence of others.
- Exercise discretion and independent judgment in making decisions and interact positively and professionally with all levels of management, staff, members/clients and vendors.
- Manage multiple projects in a fast paced environment, meet deadlines and consistently demonstrate strong reasoning and analytical skills.
- Develop new