Senior Quality Manager

**Job Advert**
Do you always check the best before dates? Do you read the content labels before purchasing products? Do you follow the washing instructions for each of your clothing items? Webhelp is looking for a Senior Quality Manager with a strong attention to detail and focus on ensuring quality to join our dynamic team in Cape Town.

You will develop and manage the quality process and framework on behalf of our client working alongside operations to deliver a consistent quality model, leading the team in the design and delivery of quality improvement initiatives with a focus on driving value and improved operational performance.

**What you’ll be doing**
- Overseeing the management and implementation of necessary quality frameworks and structures for all customer contacts across managed accounts
- Working closely with Operational Leads to ensure quality activity is aligned to Operational priorities/plan
- Ensuring that day-to-day quality expectations and requirements are executed on time and to a high standard.
- Directing and supporting the implementation of the Webhelp Quality Model on new and existing accounts ensuring adherence to best practice through regular review and appropriate governance
- Providing support and guidance on reporting trends and opportunities for performance improvement, - Allocating appropriate resources in line with account requirements
- Engaging stakeholders to review results and make recommendations for improvement
- Mitigating business and customer exposure through identification and eradication of risks relating to people, process and technology
- Supporting and directing day-to-day expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed time frames

**What you’ll need**
- Matric
- Minimum 2 years’ experience as a Quality Manager, leading and inspiring a Quality Team with relevant people management experience across multiple work streams and locations
- In-depth knowledge of customer experience methodology including Net Promoter System
- Experience working with Quality frameworks and processes within a regulatory environment such as OFCOM, FCA, ISO or EU regulations
- Minimum 2 years’ experience as a Quality Manager, leading and inspiring a Quality Team with relevant people management experience across multiple work streams and locations
- Experience working with Quality frameworks and processes within a regulatory environment such as OFCOM, FCA, ISO or EU regulations
- Strong analytical skills and attention to detail with the ability to effectively analyse and understand data sets, using insight to design and direct quality improvement plans and initiatives
- Advanced Excel skills including but not limited to conditional formatting, creating formulas and pivot tables
- Strong interpersonal, planning, organisational and time management skills with the ability to engage with clients and stakeholders at all levels of business
- Comfortable producing reports and presenting at management level
- Ability to multi-task and work on your own initiative, as well as being able to make decisions where appropriate
- Strong background of applied coaching methodology for both deductive and inductive purposes

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

Please note that the appointment will be made in line with the company’s EE plan.

Job Reference: SA01431