BPO Quality Manager

Concentrix; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading customer experience company in Cape Town is looking for a supervisor to manage quality work groups across various programs. The supervisor will be responsible for training, performance appraisals, and maintaining metrics for team performance. Strong relationships with stakeholders are essential, alongside evaluating process effectiveness and overseeing audits. This role demands leadership skills and a commitment to organizational policies and legal requirements.

Responsibilities

• Supervise quality work group with multiple programs, including training and performance appraisals.
• Maintain metrics of performance for direct reports and the overall team.
• Evaluate process effectiveness and collaborate on improvement plans.
• Develop relationships with key Business stakeholders.
• Oversee audits of support processes and recommend changes.

Job description

• Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes