Senior QA Manager (Pipeline)

TP; Wes-Kaap; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading company is seeking a Senior Quality Manager to shape and oversee regional quality strategies across multiple sites. The role emphasizes integrating Operational Excellence and Lean Six Sigma methodologies while ensuring compliance and enhancing customer satisfaction. You will lead a team, drive process improvements, and maintain high standards of service quality.

Qualifications

• Minimum 2-3 years in a contact center environment required.
• At least 2-3 years of management experience as Senior Quality Manager.
• Proven success in leading quality improvement projects.

Responsibilities

• Ensure quality performance and compliance across all sites.
• Lead DMAIC projects for continuous improvement.
• Oversee quality training programs and staff management.

Skills

Communication

Leadership

Problem solving

Analytical abilities

Flexibility

Time management

Coaching focus

Education

Bachelor’s degree in Business, Quality Management, or related field

Lean Six Sigma certification (Green Belt or higher)

Tools

Microsoft Office Suite

Call recording systems

Speech analytics

Job description

Job Summary / Overview

In the role of Senior Quality Manager, you will be at the forefront of shaping and overseeing our regional quality management strategies. This pivotal position involves ensuring the highest standards of service and customer interactions across multiple sites, with a keen focus on integrating Operational Excellence and Lean Six Sigma methodologies into our quality management processes. You will play a crucial role in aligning these quality initiatives with the broader business objectives, ensuring compliance with legal standards and exceeding customer expectations. Central to your role is the cultivation of a culture that values continuous improvement and operational excellence. Your leadership will guide the regional team in maintaining and enhancing quality services, fostering an environment where operational efficiency and customer satisfaction are prioritized.

Key Responsibilities and Accountabilities

• Ensure consistent quality performance and compliance with established standards across all regional sites.
• Collaborate with internal teams and external clients to develop and implement effective quality management frameworks tailored to specific needs.
• Utilize Lean Six Sigma tools and techniques to identify areas for quality improvement and implement data-driven strategies.
• Lead and facilitate DMAIC (Define, Measure, Analyze, Improve, Control) projects, driving continuous improvement initiatives across all operational aspects.
• Conduct regular audits and evaluations of quality processes, implementing necessary adjustments to enhance efficiency and effectiveness.
• Oversee the development and implementation of quality training programs for staff, ensuring a high level of competency in quality management practices.
• Manage Quality Managers/Analysts, providing leadership, guidance, and support to ensure compliance with quality standards and policies.
• Maintain up-to-date knowledge of client products, services, and policies to ensure quality benchmarks are met.
• Promote a positive working environment focused on employee engagement, diversity, and professional growth.
• Perform regular performance reviews, identify training needs, and support the development of team members.
• Other duties as assigned.

Competencies and Specific Skills

• Excellent communication skills
• Excellent eye for detail
• Flexibility
• Planning and organising skills
• Sound reasoning & judgement
• Excellent leadership and management skills
• Lead by example / integrity
• Commercially aware
• Coaching focus
• Product knowledge and understanding
• Customer service oriented
• Excellent time management skills
• Transaction monitoring
• Supportive & compassionate
• Problem solving skills
• Analytical abilities
• Adaptability
• Resilient

Qualification & Certification

• Bachelor’s degree in Business, Quality Management, or related field.
• Certification in Lean Six Sigma (Green Belt or higher) is highly desirable.
• Product Training and BEST Quality Assurance standards to be provided after appointment.

Work Experience

• A minimum of 2-3 years of experience in a contact center environment is essential.
• At least 2-3 years of management experience in a Senior Quality Manager, with significant exposure to Operational Excellence and Lean Six Sigma practices.
• Proven track record of leading quality improvement projects and achieving measurable results.
• Proven track record of managing a Quality team.

Required Skills

Technical Skills:

• Advanced proficiency in Microsoft Office Suite, with a strong focus on Excel for data analysis.
• Experience with call recording systems and speech analytics is preferred.
• Excellent command of the English language, with proficiency in additional languages beneficial for specific campaign requirements.