Quality Assurance Manager Bpo

3 hours ago

Cape Town, South Africa Lead Capital Group Full time

QUALITY ASSURANCE
- Design, implement and improve company quality standard related to Sales Agents daily calls.
- Analyze data in order to find areas for growth.
- Training, motivating, coaching, and correcting employees to ensure that standards are met in relation to the score cards provided and implemented daily for both shifts.
- Create reports to track progress.
- Formulate strategies to increase productivity.
- Review processes in order to ensure that they align with current trends.
- Manage both shift QA and ensure data is captured daily and reports are done weekly
- Report on any issues related to Quality Assurance that may disrupt either sales agents work flow or operations of the sales floor.
- Report system issues related to QA, Sales Agents, CRM issues
- Ad-hoc duties related to the above from time to time within scope of the above in order to have a smooth work flow.
- Participating in an agile development process.
- Continuous collaboration to improve the product and delivery processes.
- Assisting in weekly team task prioritization and release planning.
- The quality of all deliverables produced and deliverables
- Regular reporting on all aspects of the sales environment.
- Line management for the QA team:

- Performance reviews.
- Training and Development

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

**Salary**: From R23,000.00 per month

Ability to commute/relocate:

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

**Education**:

- Diploma (required)
**Experience**:

- QA Manager BPO sector: 5 years (required)
- Training: 5 years (required)

**Language**:

- English (required)
Shift availability:

- Night Shift (preferred)
- Day Shift (preferred)

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