QA Manager, BPO & Call Center Operations

Believe Resourcing; Sandton; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading BPO services provider in Gauteng, South Africa is seeking a Quality Assurance Manager to ensure high-quality operations and services. The ideal candidate should have at least 2 years' experience in a call center or BPO setting. Responsibilities include managing the customer experience function, driving quality requirements, and training staff. Proficiency in MS Excel and excellent leadership skills are essential. The role offers a chance to lead a dedicated team while ensuring continuous improvement in service delivery.

Qualifications

• A minimum of 2 years' experience as a QA Manager in a call centre or BPO setting.
• Proven ability to manage and improve quality processes.

Responsibilities

• Manage the customer experience function within the contact center.
• Drive customer experience requirements through Quality Team Leaders and CCMs.
• Oversee training and onboarding for new staff.
• Develop existing Quality Team Leaders on various quality management tools.
• Conduct regular reviews of the customer experience management system.

Skills

Leadership

Customer experience management

Qualitative KPI management

MS Excel

Stakeholder management

Tools

MS Office

Google Workspaces

Job description

A leading BPO services provider in Gauteng, South Africa is seeking a Quality Assurance Manager to ensure high-quality operations and services. The ideal candidate should have at least 2 years' experience in a call center or BPO setting. Responsibilities include managing the customer experience function, driving quality requirements, and training staff. Proficiency in MS Excel and excellent leadership skills are essential. The role offers a chance to lead a dedicated team while ensuring continuous improvement in service delivery.