Head Of Quality Assurance Umhlanga

Talksure Pty Ltd; Newcastle; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a Quality Assurance Manager to lead innovative processes in a dynamic call center environment. This role focuses on enhancing customer interactions through effective monitoring and evaluation programs while leveraging AI-driven insights to optimize performance. The ideal candidate will possess strong analytical skills, a proven track record in quality assurance, and the ability to drive process improvements. Join a forward-thinking team dedicated to excellence and customer satisfaction, where your contributions will significantly impact operational success and efficiency.

Qualifications

• 5-8 years in Quality Assurance Management in a call center.
• Strong analytical and problem-solving skills required.

Responsibilities

• Oversee call monitoring and improve agent performance.
• Develop evaluation programs to enhance Call Center productivity.
• Integrate AI for real-time quality monitoring.

Skills

Analytical Skills

Problem Solving

Organisational Awareness

Customer Service Orientation

Self-Management

Stress Management

Planning

Communication

Education

Matric

Tools

MS Office

Job description

Duties & Responsibilities

JOB RESPONSIBILITIES

1. Monitoring Customer Interactions: Oversee call monitoring processes to gather actionable insights and improve agent performance. Adapt monitoring methods as the quality assurance process evolves to identify and implement improvements.
2. Driving Innovation and Process Optimization: Continuously optimize existing processes to boost efficiency and effectiveness. Harness AI-powered speech analytics to automate tasks and conduct real-time quality monitoring, fostering innovation.
3. Designing Evaluation Programs: Develop evaluation programs aimed at maximizing Call Center output and productivity. Ensure these programs uncover root causes of issues, propose actionable solutions, and provide insights for performance enhancement.
4. Enhancing Overall Call Center Efficiency: Integrate human and artificial intelligence to understand not just when, but why call states change, facilitating targeted service level improvements.
5. Tracking Industry Trends: Stay informed about campaign performance and industry trends, serving as a key source of industry insights. Utilize 'voice of customer' analytics to extract valuable business insights.
6. Conducting Calibration Sessions: Lead calibration sessions to align stakeholders on operational objectives. Use these sessions to address emerging issues, trends, and industry developments, ensuring operational excellence.

Desired Experience & Qualification

MINIMUM QUALIFICATIONS AND EXPERIENCE:

1. Matric
2. Proven track record of analytical skills
3. 5-8 years' experience in Quality Assurance Management within a call center.
4. In-depth knowledge of quality assurance principles, methodologies, and best practices specific to the contact center industry, including call monitoring, evaluation techniques, and quality improvement processes.
5. Intermediate level for MS Office
6. Strong written communication capabilities.

BEHAVIOUR AND COMPETENCIES REQUIRED

1. Analytical
2. Excellent problem solving
3. Organisational Awareness
4. Customer Service Orientated
5. Self-Management
6. Good stress management
7. Excellent planning
8. Organised
9. Results Orientated

Package & Remuneration

Remuneration: A market related package including benefits.

Interested? Kindly click the below link to apply.

NB: Thank you for choosing Talksure as your employer of choice.

Please note that if you do not hear from us within 14 working days after the closing date of the advert, please regard your application as unsuccessful.

We wish you well in your future endeavors.