Contact Centre Qa Manager

Skillzpage; Gauteng; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading company in marketing data generation seeks a skilled Quality Assurance Manager to enhance quality assurance processes across local and US branches. The role involves developing QA strategies, mentoring teams, and ensuring compliance with industry standards, offering an opportunity to significantly impact customer satisfaction.

Qualifications

• Minimum of 3 years QA experience.
• Experience in BPO environments; US experience is a plus.
• Familiarity with statistical analysis tools.

Responsibilities

• Develop and implement QA strategies and metrics.
• Lead, mentor, and train QA teams.
• Conduct regular performance reviews and ensure compliance with industry regulations.

Skills

Leadership skills

Analytical skills

Problem-solving

Communication skills

Proficiency in QA methodologies

Knowledge of Quality Management Systems (QMS)

Job description

IntroductionWe are seeking a skilled Quality Assurance Manager to join our esteemed team.About the Company : We are a leader in marketing data generation and distribution, proudly based in South Africa.

With over 20 years of industry experience, we have expanded across Africa and the United States, generating over 20 million customers and maintaining a flow of at least , leads monthly.

Our clients include Financial Services, Banking, Debt Consolidation, Telecommunications, and Lending industries.In , we diversified into the US market, focusing on Lending (B2C and B2B), Healthcare, and Debt Settlement industries.

Our US operations are part of an aggressive growth strategy using a lean, asset-light business model, aiming to become our largest market within three years.Our core value is connection, facilitated through our innovative distribution platform that links clients to customers using smart data and world-class technology—delivering the right product at the right moment.Job Overview : The QA Manager will oversee quality assurance processes across our local and US branches and BPO partners, ensuring products and services meet quality standards.

The role involves developing QA strategies, monitoring calls, and collaborating with stakeholders to improve quality and customer satisfaction.Key Duties and Responsibilities : Develop and implement a comprehensive QA strategy aligned with organizational and client needs.Establish quality metrics and benchmarks to measure performance.Lead, mentor, and train QA teams externally to ensure high performance and professional growth.Conduct regular performance reviews and provide constructive feedback.Define and maintain quality standards and processes.Ensure compliance with US industry regulations and internal policies.Investigate service failures to identify root causes and develop corrective and preventive actions.Collaborate with product development, production, and customer service teams to embed quality into all operations.Facilitate communication regarding quality issues and improvements across departments.Experience : Minimum of 3 years QA experience.Leadership skills with team management and mentorship experience.Proficiency in QA methodologies, tools, and processes.Knowledge of Quality Management Systems (QMS).Strong analytical, problem-solving, and communication skills.Experience in BPO environments; international experience in the USA is a plus.Familiarity with statistical analysis tools and methodologies.Other : Overtime may be required during peak periods or product launches.If you meet the minimum requirements, please share your CV with us.

If you do not hear from us within two weeks, please consider your application unsuccessful.Required Experience : ManagerKey Skills : English, Helpdesk, Asset Management, Data Mining, Control Engineering, etc.Employment Type : Full-TimeVacancy : 1