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Quality Lead

2 weeks ago

Cape Town, South Africa amplify5 Full time

Another one We are growing again, are you ready ?

We are looking for our next Quality Lead to support the QA department by using operational expertise to improve and maintain an excellent level of quality and promoting success through proven leadership, analytical thinking, effective reporting & communication skills.

The QA Lead is responsible for working with large sets of data in order to identify opportunities as well as provide solid recommendations for improvement. In addition, you will be responsible for Quality Assurance governance and identifying and potential risk to the business.

**Key Responsibilities include**:

- Manage the quality and auditing-process and reporting, leading a team of quality specialists (and/or Quality Team Leaders).
- Ability to evaluate data & identify issues, recommend, own and drive performance improvement areas for internal and external Customers.
- Own weekly calibration sessions to ensure consistency among quality specialists
- Compile and distribute quality reporting in a standard global format
- Drive requirements for technical quality and auditing solutions, including tools and automated reporting
- Document and publish quality processes
- Act as a key stake-holder in maintenance and update of associate-facing resource material
- Provide clear insight into performance drivers and the levers which impact performance
- Liaise with Operations on coaching and areas for improvement
- Prepare reports and analysis, including relevant analyses versus prior periods and forecasts and associated risk/opportunities.
- Drive improvement initiatives from conception through implementation
- Drive the development of robust quality improvement coaching and training processes to drive continuous improvement.
- Liaise with the Teleperformance Business teams globally to learn and implement best practice and to drive customer and performance improvements.

**Qualifications & Experience**
- Minimum of 3-4 years’ experience in a Contact Centre Customer Service area - **Required**
- 2+ years in Senior Quality Assurance role in a Contact Centre environment - **Required**
- Previous experience in creation, implementation, and maintenance of Customer Service Quality Management Programs with proven qualitative results

**Skills & Attributes**
- Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
- Good project management skills and experience
- Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations
- Superior judgment, diplomacy and tact
- Demonstrated ability to drive process changes and improvements
- Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners).
- Goal driven, target orientated, able to step back and look at the bigger picture.
- Experience in writing documentation and standard operating procedures
- Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
- Professional approach to working with colleagues at all levels - Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS Teams
- Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills.
- Motivated to work on own initiative.
- Excellent interpersonal and communication skills.
- Proven ability to make and implement decisions.
- Proven ability to influence change at all levels as appropriate.

In return you will work for a dynamic business, that values its people, and puts them and our customers at the heart of everything we do. Want to help shape our rewards and recognition? Join our engagement team Want to take an early finish, on us, on your birthday? Get out and enjoy yourself Your voice will truly be heard, as we commit to build a true, people first business.

**Job Types**: Full-time, Permanent

**Salary**: R15,000.00 - R17,000.00 per month

**Experience**:

- BPO Customer Service: 3 years (required)
- BPO Quality Assurance: 2 years (required)