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Quality Manager

4 months ago

Cape Town, South Africa Red Ember Recruitment (PTY) Ltd Full time
Red Ember Recruitment is looking for a Quality Manager for one of our Clients that will be responsible for leading the quality assurance efforts to ensure that our products and services meet or exceed customer requirements and industry standards. The successful candidate will oversee quality control processes, implement quality management systems, and drive continuous improvement initiatives to enhance overall product quality and customer satisfaction.

Responsibilities:
Develop and implement quality assurance policies, procedures, and standards to ensure consistent service delivery and compliance with client requirements.
Lead a team of quality analysts, providing guidance, coaching, and training to enhance their skills and capabilities.
Design and execute quality monitoring programs to evaluate the performance of frontline agents and identify areas for improvement.
Conduct regular audits and reviews of operational processes, documentation, and systems to identify gaps, inefficiencies, and opportunities for improvement.
Analyze quality data, trends, and metrics to identify root causes of issues and develop action plans for corrective and preventive measures.
Collaborate with operations, training, and client services teams to implement corrective actions, process improvements, and training programs based on quality insights.
Ensure compliance with regulatory requirements, industry standards, and client-specific quality metrics through regular assessments and audits.
Prepare and present quality performance reports, dashboards, and presentations to senior management and clients, highlighting achievements, challenges, and improvement initiatives.
Drive a culture of quality excellence, continuous improvement, and customer-centricity across the organization through effective communication, training, and recognition programs.
Stay updated on industry trends, best practices, and emerging technologies in quality management and BPO services to drive innovation and competitive advantage.

RequirementsNon- Negotiable Requirements: Qualifications:
Matric (Completed)
Certification in quality management (e.g., Six Sigma) is desirable.Working shift from 09h00-18h00 or 10h00-19h00
 
Experience:
Minimum of 2 years proven experience in a quality management role or equivalent.
Minimum of 2 years’ experience within an international contact centre environment.
Strong understanding of quality assurance principles and methodologies.
 
Skills and Knowledge:
Proficiency in quality management tools and software.
Experience with quality management systems.
Strong analytical skills and attention to detail.
Ability to effectively manage multiple projects and priorities.
Excellent communication and presentation skills.
Results-driven with a focus on continuous improvement.
Must be a South African Citizen.

BenefitsComprehensive Employee Wellness Programme
Momentum (Medical Aid Insurance)
Funeral Cover