Senior Quality & CX Leader - 24/7 BPO Ops

Wns; Cape Town; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A global Business Process Management leader in Cape Town is seeking a Senior Quality Manager to oversee quality operations. The role involves ensuring excellent customer experience and providing actionable insights for improvement. Candidates should have over 5 years of experience in a relevant role and proven leadership skills in a BPO setting. This position promises career development and the opportunity to make a community impact.

Benefits

Professional development

Flexible working hours

Qualifications

• 5+ years of experience in a Quality/Customer Experience role within the BPO industry.
• 2+ years in a leadership role within a Quality/Customer Experience function.
• Experience in running and completing projects in a complex environment.

Responsibilities

• Drive account performance through defined QA framework per campaign.
• Responsible for overall customer experience delivery and execution.
• Lead and develop a team of Quality Leaders.

Skills

Stakeholder Management

Project Management

Customer Experience

Team Leadership

Data Analysis

Education

Tertiary education in relevant field

Certified Six Sigma Black Belt

Job description

A global Business Process Management leader in Cape Town is seeking a Senior Quality Manager to oversee quality operations. The role involves ensuring excellent customer experience and providing actionable insights for improvement. Candidates should have over 5 years of experience in a relevant role and proven leadership skills in a BPO setting. This position promises career development and the opportunity to make a community impact.