Senior Quality and Insights Manager

Ignition CX; Durban; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading company in the business consulting and services sector is seeking an Associate Manager: CC Quality Assurance to oversee quality, risk, and compliance teams within their contact centre. The ideal candidate will have a strong background in customer service alongside solid management skills, ensuring team performance aligns with operational objectives and relevant standards. With a focus on continuous improvement, this role offers the opportunity to make a significant impact in a dynamic environment.

Qualifications

• At least 7 years working experience in a contact centre environment.
• Experience in quality assurance, operational risk and/or compliance roles.
• Proficiency in using quality assurance tools and software.

Responsibilities

• Manage and support the contact centre quality assurance team.
• Drive adherence to company policies and service standards.
• Conduct regular audit reviews of customer interactions.

Skills

Excellent communication

Stakeholder engagement

Risk management

Performance evaluation

Education

Bachelor’s in business administration, communication, banking, financial

Tools

CRM systems

Quality assurance tools

Job description

2 days ago Be among the first 25 applicants

The Associate Manager: CC Quality Assurance oversees and manages Quality, Risk and Compliance teams in the contact centre environment.

The detail:

Team Management:

• Participates in managing, guiding, and supporting the contact centre quality assurance team.
• Collaborate with direct reports to manage contact centre quality, risk and compliance operations.
• Direct the provision of coaching, training, and development opportunities for agents.
• Ensure access the relevant tools and systems to enable effective team performance.
• Ensure consistent communication throughout the team. · Assign, monitor and coordinate assignments and work activities.
• Set operational objectives for contact centre quality assurance team to ensure KPIs are achieved and aligned with sales and support services.
• Drive revenue generation within teams.
• Monitor staffing requirements to ensure high productivity whilst being cost-conscious.

Daily Operations Management:

• Provide data and performance metrics to assist data-driven decisions. · Support the execution of company policies and procedures to support the overall company objectives.
• Analyse current procedures, policies, processes, best practice, systems and identify areas for improvement.
• Ensure the performance of the contact centre is aligned to the SLA requirements and company quality assurance, compliance and risk standards.
• Review compliance, risk and quality assurance guides across sales and services to ensure alignment to the relevant measurables.
• Ensure the efficient collaboration of all relevant stakeholder throughout the product lifecycle.
• Represent the contact centre quality assurance, risk and compliance environment in meetings.
• Support the adoption of automation to eliminate inefficiencies.

Quality Assurance

• Support adherence to company policies and service standards.
• Guide on the implementation of processes to ensure efficient operations across the business. Risk and Compliance
• Drive adherence to all legislative and company policies and guidelines.
• Monitor the Regulatory Compliance Rate
• Conduct regular audit reviews of customer interactions to ensure compliance to established guidelines.
• Assist with addressing non-compliance promptly through training and corrective measures to reduce the risk to the company.

Requirements:

Knowledge, skills and attributes:

• Demonstrate the ability to plan and organise.
• Ability to develop and nurture improved performance across customer service and/or service.
• Excellent communication and stakeholder engagement skills.
• Familiar with CRM systems and practices.
• Ability to work under pressure and meet deadlines.
• Ability to manage conflict using a solution-focused approach.
• Able to breakdown issues and or problem and determine the appropriate corrective actions within the agreed guidelines.
• Ability to implement and ensure that adherence to company policies and standard operating procedures.
• Ability to adapt to change and or meet the changing demands in the workplace.
• Familiarity with software systems, processes and controls used by the company.
• Knowledge of products, services and/or campaigns offered by the organisation.
• Good knowledge of performance evaluation techniques and customer service metrics.
• Verbal and written communication and customer service skills with dedication to providing exceptional customer care.
• Attentive listening and analytical skills.
• Knowledge of call management operating procedures and response.
• Focused on quality with the ability to multi-task and successfully operate in a fast-paced environment.
• Interpersonal skills and effectively interact with people at all levels internally and externally. Ability to adapt well to change and successfully set and adjust priorities.
• Proficiency in using quality assurance tools and software.

Education and training:

• Bachelor’s in business administration, communication, banking, financial.
• Forensic services or related field.
• Registration with relevant contact centre and training industry.
• At least 7 years working experience as a contact centre team lead.
• At least 7 years’ experience in a quality assurance, operational risk and/or compliance role
• Experience in a customer service, campaign, claims, retentions and/or customer service contact centre environment required.
• At least 2 year leading and managing a team of quality assurance assessors and/or professionals.
• Experience working with the MS office suite and related contact centre technologies, including databases.
• Proven experience in a busy customer service or call handling work environment, with frequent people contact, particularly on the telephone, including handling difficult callers and sensitive matters.
• Experience overseeing the facilitation and implementation of coaching plans.
• Experience in call management operating procedures and response.
• Experience with contact centre software and CRM systems.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance and Management

• Industries

  Business Consulting and Services

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