Global BPO Quality Lead - Cross-Program & Audits

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

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.