Head of Quality

2 weeks ago

Cape Town, South Africa O'Dwyer Personnel Full time

**Head of Quality (Contact Centre)**

**Basic Function**:
**Essential Functions**:

- Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience.
- Analyze business processes and assist in identifying problems and mitigating plans for quality improvement.
- Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardization across all clients.
- Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience.
- Business development and solution in select areas; support in RFP, RFI responses from quality perspective. You will be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements.
- Facilitate the sharing of best practices from within and outside the organization and implement them
- Planning and managing budget and resource allocation for the assigned vertical

**Primary Interactions**:

- Enabling functions
- Transitions
- Operations
- Clients
- Others as may be required

**Organizational Relationships**:

- Reports To: SAVP - Quality Excellence
- Supervises: Quality Compliance Assistant Managers, Managers,
Sr. Managers

**Requirements**:

- 3 years experience Heading a Quality department within a contact centre (non-negotiable)
- Degree or relevant tertiary qualification preferred / MBA preferred but not essential
- BB Trained from recognized institute
- 2 years BPO experience essential
- 3+ years quality experience - Six sigma & Lean tools and methodologies, Process improvements and project execution

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

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

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