Quality Assurance Manager
Share
Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Why work for Foundever
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.
What youll be doing
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.
About You
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.
Key Responsibilities
- 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.
Your Profile & Experience
- 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
- Communication skills: Excellent Interpersonal/communication skills communicating at all levels.
- 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.
- Education: Minimum Grade 12.
- Qualification: Lean 6 Sigma Required
- 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.
ever creative. ever committed. ever connected.
Required Experience:
Manager
Key Skills
- Quality Assurance
- FDA Regulations
- Food Industry
- Food Safety Experience
- ISO 9001
- Quality Systems
- Food Processing
- Quality Control
- Quality Management
- QA/QC
- Selenium
- HACCP
About Company
Foundever is a global leader in customer-experience (CX) outsourcing, combining human expertise and AI-driven capabilities to support over 9 million customer interactions daily across 60+ languages in 45 countries.
