National Quality Assurance Manager

4 weeks ago


Johannesburg, South Africa CallForce Full time

The Quality Assurance Manager will monitor process implementation, manage QA teams in various campaigns within the business & reporting to the Head of the Training & Quality Assurance department.

 

The Quality Assurance Manager will ensure that quality & compliance standards across the business are consistently met & engineer strategies followed by implementation, to continuously better the performance of the business according to the policies and procedures of the business. This individual will be responsible for client communication regarding all matters Quality Assurance as well as regular briefings with senior management on the progress of the Quality Assurance teams & work done across all campaigns.

Duties & Responsibilities

  • Ensure compliance with the company's quality systems & processes
  • Evaluate daily feedback from all quality assurance & compliance teams
  • Develop and maintain thorough knowledge & understanding of products, including performance and functional requirements of the contact centre
  • Ensure campaign KPIs are met regarding quality standards
  • Continuously upskill quality assurance personnel
  • Provide weekly quality assurance reports to the business & to clients as per SLA requirements
  • Ensure on-going optimisation across all campaigns within the business
  • Team management

Requirements

  • Ability to work and complete projects without supervision, self-motivated
  • Ability to communicate with discretion and professionalism, understanding when confidentiality is needed
  • Analytical approach to problem solving & solution driven strategy development
  • Critical attention to detail
  • Capable of always working on multiple campaigns
  • Strategy implementation with excellent organisational skills
  • Quality control astuteness
  • Strong knowledge of customer care processes and techniques
  • Demonstrated ability to work well in a team environment
  • Must be a critical thinker

Qualifications & Experience

  • Data Analysis
  • At least 3-5 years in Quality Assurance/Quality Control/Compliance at management level (BPO industry preferred)
  • At least 3-5 years of Managing a QA Team
  • MS Excel proficiency advanced
  • Customer Centric Report building


  • Johannesburg, South Africa Isilumko Staffing Full time

    Are you passionate about ensuring the highest standards of quality in laboratory services? Do you possess the leadership skills and expertise to manage national accreditation and quality assurance schemes? If so, we have an exciting opportunity for you!Key Job Responsibilities:Manage the National Accreditation and Quality Assurance schemes of THE COMPANY to...


  • Johannesburg, South Africa Isilumko Staffing (JHB) Full time

    Are you passionate about ensuring the highest standards of quality in laboratory services? Do you possess the leadership skills and expertise to manage national accreditation and quality assurance schemes? If so, we have an exciting opportunity for you!Key Job Responsibilities:Manage the National Accreditation and Quality Assurance schemes of THE COMPANY to...


  • Johannesburg, South Africa Isilumko Staffing (JHB) Full time

    Are you passionate about ensuring the highest standards of quality in laboratory services? Do you possess the leadership skills and expertise to manage national accreditation and quality assurance schemes? If so, we have an exciting opportunity for you! Key Job Responsibilities: Manage the National Accreditation and Quality Assurance schemes of THE COMPANY...


  • Johannesburg, South Africa Tipp Focus Full time

    Main Purpose of the JobManage the national quality assurance within the company to ensure the provision of a high-quality laboratory service for the clients in line with business needs.Key Job ResponsibilitiesManage the National Accreditation, QA schemes of company to assist laboratories to attain optimal performance.Advise on company subscriptions to other...


  • Johannesburg, South Africa Isilumko Staffing (JHB) Full time

    Key Job Responsibilities:1. Oversee the National Accreditation and Quality Assurance (QA) programmes to support laboratories in achieving optimal performance standards.2. Provide guidance on selecting subscriptions to national and international External Quality Assessment (EQA) schemes, ensuring cost-effectiveness and exploring alternative options when...


  • Johannesburg, South Africa Isilumko Staffing Full time

    Key Job Responsibilities:1. Oversee the National Accreditation and Quality Assurance (QA) programmes to support laboratories in achieving optimal performance standards.2. Provide guidance on selecting subscriptions to national and international External Quality Assessment (EQA) schemes, ensuring cost-effectiveness and exploring alternative options when...


  • Johannesburg, South Africa Isilumko Staffing (JHB) Full time

    Key Job Responsibilities: 1. Oversee the National Accreditation and Quality Assurance (QA) programmes to support laboratories in achieving optimal performance standards. 2. Provide guidance on selecting subscriptions to national and international External Quality Assessment (EQA) schemes, ensuring cost-effectiveness and exploring alternative options when...

  • Quality Assurance

    5 days ago


    Johannesburg, South Africa One Source Direct Full time

    Quality Assurance Agent Needed Our company, One Source Direct, is searching for a Quality Assurance Agent on behalf of Zoom Fibre. Main purpose of the job: We require a quality assurance agent who is a professional and responsible for monitoring, inspecting and proposing measures to correct or improve an organization's final products in order to meet...


  • Johannesburg, South Africa Hire Resolve Full time

    Hire Resolve's client is currently seeking a highly skilled Quality Assurance Manager to join their team. As a Quality Assurance Manager, you will be responsible for ensuring that all products and processes meet the company's high quality standards. You will oversee the quality assurance team and implement effective quality control measures.Requirements...


  • Johannesburg, South Africa Nedbank Full time

    **Job Requisition Details** - REQ#127549- Location: Johannesburg- Closing Date: 20 July 2023- Talent Acquisition: Bongiwe Mchunu- Job Family- Sales And Services - Career Stream- Client Service - Leadership Pipeline- Manage Others **Job Purpose** - Managing the Quality Assurance Programme and processes and leading the quality assurance team within the...


  • Johannesburg, South Africa Educor Full time

    **Academic Quality Assurance Officer (JB4108)**: Randburg, Johannesburg, Gauteng - Education **Academic Quality Assurance Officer (JB4108)** **Randburg** **Market Related** The Quality Assurance Officer is entrusted with championing the highest standards of educational excellence, aligning with national quality assurance frameworks. This role is integral...


  • Johannesburg, South Africa Tailormade Solution Full time

    The Call Centre Quality Assurance Manager is responsible for ensuring that the highest standards of quality are maintained over all customer-facing activities within the call centre. The Call Centre Quality Assurance Manager will be tasked with developing and implementing processes and procedures to ensure the quality of customer service delivery, as well as...


  • Johannesburg, South Africa Heineken Full time

    **We Go Places! How about you?** Immediate Superior: Anand Gounden Job Grade: 20 Location: Springs Function: Quality Sub Function: Springs Quality Type of Contract: Permanent Reference Number: 96448 Closing Date: 31/10/2023 **ROLES AND RESPONSIBILITIES** **Implement quality assurance systems and management for the region aligned to central **HEINEKEN...

  • Quality Assurance

    4 weeks ago


    Johannesburg, South Africa Quantanite Full time

    Quantanite is looking for a Quality Assurance individual to assist in championing the need for continuous improvement by analyzing data and measuring and driving high performance, through Quality initiatives, report on the Quantanite quality Standards and performance data to operations and evaluate contact centre agent quality in line with the Quantanite...


  • Johannesburg, South Africa Proficos Full time

    We are looking for an enthusiastic Quality Assurance Manager to join our team in Sebenza Edenvale. We are ideally looking for someone from the Cosmetic or Pharmaceutical industries who has been exposed to and knows manufacturing production under GMP conditions. **Job Types**: Full-time, Permanent **Experience**: - Quality Assurance: 2 years...

  • Quality Assurer X2

    4 weeks ago


    Johannesburg, South Africa Energy at Work Projects Full time

    Quality Assurance Consultant x2 **Description**: The Quality Assurance Consultant / Coach will be required to listen to customer service calls conducted by a team of Funeral Customer Services Consultants. **Purpose of Job**: Perform quality assurance/quality control through monitoring and review of insurance customer service phone calls and...


  • Johannesburg, South Africa RPO Recruitment Full time

    RPO Recruitment is partnering with a leading FMCG company to fill the position of Quality Assurance Manager. This is an exciting opportunity to join a well-established company that is known for their commitment to producing high-quality products. As the Quality Assurance Manager, you will be responsible for establishing and maintaining quality control...


  • Johannesburg, South Africa RecruitAGraduate Full time

    **Job Information**: Job Opening ID ZR_1481_JOB Hours of work Full-time Location Type In Office Industry Construction Salary R15 000 depending on experience Remuneration Term Per Month Province Gauteng City Johannesburg Country South Africa - Responsibilities: Quality Control: - Conduct thorough inspections at various stages of kitchen renovation...


  • Johannesburg, South Africa Kasha Full time

    **Role Title**:Responsible Pharmacist & Quality Assurance Manager** **About Kasha**: Kasha is a fast-growing purpose-driven start-up company in East and South Africa focused on women’s health and personal care, selling products such as menstrual care, contraceptives, HIV self-tests, soaps, lotions, baby diapers, and beauty products. Kasha’s eCommerce is...


  • Johannesburg, South Africa Bayport Financial Services Full time

    The Quality Assurance Analyst is responsible for the measurement of compliance with established agent behaviour expectations. The analyst must provide measures to assist management in determining the customer’s overall experience with the contact event. They are also required to identify areas of service improvements and drive customer experience...