Quality Assurance Manager

Are you an experiences Quality Manager to iundertake a new role in Cape Town?

At Foundever, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential. We focus on you and, with your drive, look to create your best moments.

As the Quality Manager your focus will be to oversee the Contact Centres Quality assurance programs.

You will establish the standards that govern customer interactions and implement the relevant monitoring programs that ensure continuous improvement and operations excellence is delivered for our clients.

You will also prepare and present regular QMS status, reports on internal business review meetings and also client facing meetings such as MBR, QBRs.

It is essential that you are an experienced Quality Manager and have worked in the BPO/Contact Centre sector. You will have passion for continuous improvement and customer excellence with the desire to drive this consistently across the site.

It is key that you are a confident and have the ability to report on an analyse data and present this back in formal settings and to clients.

You will have excellent communication skills, both verbally and in writing and are able to confidently present.

• Define, recommend, implement and control the continuous improvement and quality strategy that will define performance across the site.
• Manage a team of Quality Analysts assessing and agreeing workloads to ensure that time is managed effectively and the correct volumes of interactions are monitored within an effective timeframe.
• Ability to use different methodologies to identify and analyze quality issues
• Ensure that all clients onsite implement and maintain the relevant quality standards by regularly reviewing and auditing.
• Work closely with the operations managers to ascertain any issues and corrective measures thereof.
• Lead and drive quality projects to deliver service improvement, revenue improvement and cost reduction in line with project and business objectives.
• Utilise reporting and data to identify common themes and trends to are negatively impacting quality performance ensuring appropriate actions and plans are put in place to drive performance improvements.
• Collaborate with the training and operational management team to identify training needs in line with the trends identified through the quality monitoring process.
• Produce weekly, monthly and quarterly reports to be shared with the team leaders and management teams identify training and coaching opportunities.

• Leadership: Exceptional leadership skills with ability to manage a quality assurance team.
• Expertise: Minimum of 3 years' experience in a BPO Contact Centre Operations Quality Manager role.
• Experience in training and mentoring staff on quality standards and processes
• Analysis: Ability to gather and analyse data, evidence and prepare reports, status updates.
• Critical thinking: Effective problem-solving skills.
• Employee perfomance: Performance Management skills and People Skills
• Knowledge: Demonstrated knowledge of quality and continuous improvements frameworks.
• Background: A clear criminal background check.
• Sytems: Must have worked on various QMS systems EI: IOS 9001, Six Sigma. Lean, Analytical prowess (very important)

Salary and benefits (Dependant on Experience) Rand per Month plus Private Medical & Pension

Location - Waterfront Cape Town.

Working Pattern - 40 Hours per week - US working hours required - Non negotiable
Contract Type - Permanent

If this really interests you and you are attracted to pushing yourself to a rewarding career, then please apply now and our Recruitment Team will be more than happy to speak with you.