Quality Assurance Manager

IGT Solutions; Cape Town; On-site; ZAR 300,000 - 600,000; Full time

Benefits offered by this job

Competitive salary package

Career growth opportunities

Friendly work atmosphere

Work from home options

Job summary

An established industry player is seeking a dynamic Assistant Manager - Quality to lead the development of a robust Quality Management system. In this pivotal role, you will oversee a team of Quality Evaluators while driving initiatives that enhance service quality and customer experience. Your analytical skills will be crucial as you identify trends and collaborate with various functions to implement improvements. This opportunity offers a competitive salary and career growth within a friendly work environment, where your contributions will significantly impact the overall quality standards of the organization. If you're passionate about quality and leadership, this role is perfect for you.

Qualifications

• 1-2 years experience in a similar role with direct people management exposure.
• Strong supervisory skills and excellent communication skills.

Responsibilities

• Lead the creation and maintenance of a Total Quality Management system.
• Analyze data to identify trends and improvement opportunities.

Skills

People Management

Quality Control

Analytical Skills

Coaching Skills

Communication Skills

Organizational Skills

Attention to Detail

Education

Experience in BPO industry

Experience in Quality environments

Tools

MS Office (Excel, Word, PPT)

QC tools

Job description

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Team Lead - Talent Acquisition Group at IGT Solutions

As our new Assistant Manager - Quality, you will lead the creation, implementation and maintenance of a Total Quality Management system and culture. You will manage our company’s quality systems aiming for achieving no deviations and continuously improving service quality.

Coordinating a systematic QA framework and directing our QA initiatives designed to ensure a high-quality and consistent customer experience are key.

Main Goals

• Lead and develop the Quality management culture and practice
• Team management - managing a Team of Quality Evaluators and Team Leaders for aligned processes
• Act as the representative of the company in all matters related to Quality Management
• Analyze different data points on a daily/weekly basis to identify trends and improvement opportunities – both at teams and individual contributors levels
• Proactively identify opportunities to improve QA work and coordinate with different functions – operations, training, workforce management
• Lead all elements of Quality Control, validation, calibrations, customer Quality interface and client Quality assurance by developing key client partnerships
• Analyze and report trends in Agents/Process performance
• Participate in quality systems improvement activities using six sigma methodologies
• Bring insights and innovation ideas from QA perspective and help our operations team standardize work process and procedures - push initiatives to improve transaction Quality through new quality tools and motivational levers
• Detailed and relevant daily/weekly/monthly reporting that can provide sound data for efficient improvement decisions
• Identify bottom quartile factors and team players and steps to improve them
• Design, implement and monitor Quality corrective action plans when required
• Liaise with key stakeholders – internal & clients – for alignment and improved Quality results

Your Profile

• Min. 1-2 years’ experience in a similar role with direct people management exposure (in BPO industry), and min. 3 years’ experience in Quality environments
• Previous contact center/BPO experience is essential for this role
• Travel/Airlines domain experience is a strong advantage but not mandatory
• Well versed with travel domain knowledge & MS Office (Excel, Word and PPT mandatory)
• Sound feedback and coaching skills
• Strong supervisory skills with an eye for detail. Result Oriented.
• Excellent written and verbal communication skills, fluent in English (mandatory), knowledge of German or French is a strong advantage
• Organized and Methodical, Target and deadline driven
• Knowledge of QC tools

We Offer

• Competitive salary package and benefits
• Career growth opportunities within an international developing team, part of a global BPO player
• Friendly work atmosphere – work from home / office

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service, Quality Assurance, and Management

Industries

IT Services and IT Consulting and Outsourcing and Offshoring Consulting