ZAF Quality Assurance Manager 1342

Teleperformance; Cape Town; On-site; ZAR 900,000 - 1,100,000; Full time

Job summary

Teleperformance is seeking a Quality Manager to support the Quality department by applying operational expertise to uphold top customer service standards across three units and multiple locations. You will lead a team of quality specialists, standardize quality metrics, and drive continuous improvement through data-driven actions.

The role requires experience in quality programs, strong communication and project management, and the ability to collaborate with global Teleperformance teams to

Qualifications

• Matric / Equivalent qualification.
• Experience in creating, implementing and maintaining Customer Service Quality Management Programs with proven qualitative results.
• Lean Six Sigma Yellow Belt (advantageous).
• Project management skills and experience.
• Superior judgment, diplomacy, and tact.
• Experience in writing documentation/SOPs.
• Microsoft Office proficiency (Excel, SharePoint, etc.).
• Ability to communicate across multiple platforms.
• Motivated to work on own initiative.
• Proven decision-making ability.
• Experience influencing change across levels.

Responsibilities

• Manage the quality and auditing-process and reporting, leading a team of quality specialists.
• Ability to evaluate data identifies issues, recommend, own and drive performance improvement areas for internal and external Customers.
• Own weekly calibration sessions to ensure consistency among quality specialists
• Compile and distribute quality reporting in a standard global format
• Drive requirements for technical quality and auditing solutions, including tools and automated reporting
• Document and publish quality processes
• Act as a key stake-holder in maintenance and update of associate-facing resource material
• Provide clear insight into performance drivers and the levers which impact performance
• Liaise with Operations on coaching and areas for improvement
• Prepare reports and analysis, including relevant analyses versus prior periods and forecasts and associated risk/opportunities.
• Learn and apply new tools, to help expand the scope beyond customer experience and improve product quality.
• Drive improvement initiatives from conception through implementation
• Drive the development of robust quality improvement coaching and training processes to drive continuous improvement.
• Liaise with the Teleperformance Business teams globally to learn and implement best practice and to drive customer and performance improvements.

Skills

Emotional Intelligence

Entrepreneurship

Communication

Collaboration

Open-Mindedness

Solution Orientation

Process Excellence

Critical Thinking

Education

Matric / Equivalent

Tools

Excel

SharePoint

Job description

Overview

The Quality Manager will support TP Quality department by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership and communication skills. The QA Manager is responsible for standardizing and reporting quality metrics for Customer Service across three operational units, diverse geographical locations and language group’s one of Teleperformance most dynamic and exciting spaces, and will be responsible for managing a team of quality specialists.

Qualifications

Qualifications & Experience Required:

• Matric / Equivalent
• Previous experience in creation, implementation and maintenance of Customer Service Quality Management Programs with proven qualitative results
• Lean Six Sigma Yellow Belt (advantageous)
• Project management skills and experience
• Superior judgment, diplomacy, and tact
• Experience in writing documentation/SOPs
• Microsoft Office proficiency (Excel, SharePoint, etc.)
• Professional approach to working with internal/external teams
• Ability to communicate across multiple platforms
• Motivated to work on own initiative
• Proven decision-making ability
• Experience influencing change across levels

Responsibilities

Key Responsibilities:

• Manage the quality and auditing-process and reporting, leading a team of quality specialists.
• Ability to evaluate data identifies issues, recommend, own and drive performance improvement areas for internal and external Customers.
• Own weekly calibration sessions to ensure consistency among quality specialists
• Compile and distribute quality reporting in a standard global format
• Drive requirements for technical quality and auditing solutions, including tools and automated reporting
• Document and publish quality processes
• Act as a key stake-holder in maintenance and update of associate-facing resource material
• Provide clear insight into performance drivers and the levers which impact performance
• Liaise with Operations on coaching and areas for improvement
• Prepare reports and analysis, including relevant analyses versus prior periods and forecasts and associated risk/opportunities.
• Learn and apply new tools, to help expand the scope beyond customer experience and improve product quality.
• Drive improvement initiatives from conception through implementation
• Drive the development of robust quality improvement coaching and training processes to drive continuous improvement.
• Liaise with the Teleperformance Business teams globally to learn and implement best practice and to drive customer and performance improvements.

Skills & Competencies Required:

Emotional Intelligence

Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action

Listens actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships.

Entrepreneurship

Visionary leadership often requires taking initiative, managing risks, and driving innovation.

Communication

Clear, persuasive, and empathetic communication is a cornerstone of effective leadership.

Collaboration

Effective interpersonal skills are essential for teamwork and building strong professional relationships.

Open-Mindedness

Being receptive to different perspectives helps in building meaningful relationships.

Solution Orientation

Problem-solvingis the process of analyzing an issue, finding its causes, and figuring at the best way to fix it.

Solution orientationis the mindset of focusing on solutions instead of just the problem.

They work together because:

Problem-solving helpsunderstandthe issue.

Solution orientation keeps to thingspositive and action-focusedinstead of getting stuck on obstacles.

Together, they ensureboth analysis and actionto fix problems efficiently

Process Excellence

Achievement-oriented individuals strive for efficiency and effectiveness in their work.

Critical Thinking

They analyze situations to overcome obstacles and achieve results