Qa Manager

Css; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading service provider in Gauteng is seeking a Quality Manager with at least 3 to 5 years of experience in a BPO environment. The role involves developing quality assurance plans, monitoring productivity, and ensuring compliance with standards to improve customer experience. Strong analytical skills and attention to detail are essential. The package is negotiable.

Qualifications

• Minimum 3 to 5 years' experience as a Quality Manager in a BPO.
• Minimum 6 years experience working in the BPO space.
• Experience with US / UK campaigns.

Responsibilities

• Develop quality assurance plans and monitor team productivity.
• Evaluate team's effectiveness and take corrective actions.
• Prepare quality reports and implement corrective actions.

Skills

Analytical Ability

Trouble shooting skills

Independent work ethic required

Deadline Driven

Attention to Detail

Planning and Organizing

Education

Matric Diploma or Degree

Job description

Introduction

The Role ensures that the services provided by the department meet and exceed the defined quality and productivity standards while ensuring delivery on the service promise to the customer. We require someone who is in the BPO (Business Process Outsourcing) space.

Duties & Responsibilities

• Develop quality assurance plans, sampling methodologies, audit types, monitoring procedures, feedback and coaching methodologies, corrective actions, and verification procedures in accordance with the Standard Operating Procedures (SOPs).
• Monitor the team productivity and adherence to laid down standard operating procedures with emphasis on accuracy and on-time delivery.
• Evaluate team's effectiveness and take corrective actions.
• Facilitate periodic calibration sessions with OCC leadership and other areas of operations to ensure consistency in the evaluation process.
• Dive deep into customer escalation and transfer processes to identify root causes and implement process improvements around reduction.
• Prepare quality reports by collecting, analyzing, and summarizing information and trends, implementing corrective and preventive actions.
• Liaise with training function to ensure looping back findings from quality audits, creation of relevant training content/scripts, and conducting a dip check on critical areas.
• Participate in New Hire Training batches to ensure orientation to quality standards and participate in the certification process.
• Reduce business risk, improving the quality of call centre agents' engagements, and overall performance.
• Focus on driving improvements in the customers' experience for both sales and service environments.
• Highlight issues affecting the customer's experience due to behaviour, business, process and technology.
• Highlight suspected fraud, risk or non-compliance cases when identified."
• Capture feedback on agents' performance with reference to the quality of calls assessed against defined evaluation criteria.
• Participate in meetings and presentations or other designated special projects assigned by management.
• Accurate logging of data to guarantee accurate reporting.
• Accurate logging of all call evaluations, breaches and alerts.
• Administer relevant trackers.
• Maintain knowledge and understanding of assigned client program's products and processes through ongoing training and handling end-user transactions.
• Identify trends as observed through monitoring efforts, communicate those to management, and participate in process improvement.

Desired Experience & Qualification

• Matric Diploma or Degree would be advantageous.

Required Work Experience

• Minimum 3 to 5 years' experience as a Quality Manager in a BPO.
• Minimum 6 years experience working in the BPO (Business Process Outsourcing) space.
• US / UK campaigns experience.
• Airline or Online purchasing experience.

Required skills and competencies

• Analytical Ability.
• Trouble shooting skills.
• Independent work ethic required.
• Deadline Driven.
• Attention to Detail.
• Planning and Organizing.

Package & Remuneration

Negotiable

Interested?

Interested?