Head of Quality and Customer Experience

**Job Advert**
If you live by the quality over quantity mind-set and value the importance of great leadership, this role could be your perfect fit. Webhelp is recruiting a driven and motivated, well experienced individual as Head of Quality Assurance and Customer Experience based in Cape Town.

In this role, you will be responsible for ensuring delivery of a standardised Quality model for nominated accounts across the SA to deliver against strategic objectives.

Grow within our fun-loving global community of more than 100,000 passionate people who work across 190 locations in over 50 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

There are several key areas within this role which include delivery of a standardised quality model for all accounts by working with clients to ensure best in class framework to support objectives. You will also focus on quality assurance, supporting the operation to deliver excellent customer experience through identification of key trends, providing coaching, support and insight to drive change.

Working closely with the operational leads and our clients to identify and opportunities to promote continuous improvement in our customer experience.

We want someone who is diligent in their work and task management, someone who is highly responsible with a keen eye for detail and a proactive approach to solution finding.

**What you will be doing**
- Leading the teams responsible for quality across the SA operation to deliver key objectives and delivery align with the overall quality strategy
- Ensuring consistency and alignment to a standard way of working, embedding a standard approach to delivery and implementation of Quality Assurance
- Reviewing quality processes and practices to identify opportunity for improvement and efficiency
- Managing and operating within budget to optimise P&L
- Leading and supporting the Quality Team to successfully on-board new clients into the Webhelp business and ensure quality requirements are mapped, understood and delivered
- Liaising with wider Quality Team to ensure best practice sharing

**What you will need**
- At least 12 months’ experience as a senior leader in quality assurance together with shaping and formulating operational strategic plans
- Proven track record of delivering and embedding quality assurance strategy and operating models within large and complex business units
- Strong experience of working with continuous improvement frameworks that focuses on improving customer experience and driving key customer metrics such as NPS, FCR, CSAT and able to demonstrate a track record of implementing a strategy to support the improvement within an operation
- High level of experience in senior stakeholder and relationship management
- Experience working in cross-functional team
- Proven track record of using insights, root cause analysis (RCA) and analytics to drive the implementation of bespoke quality solutions focused on continued performance improvement of people and processes
- Experience of working in financial services with knowledge of working to FCA principles and ISO 9001
- Ability to work in a fast-paced changing environment

We’d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity to advance your career with our collaborative team of game-changers.

Job Reference: SA01491