Job Advert
Are you passionate about leading, developing and managing a high-performing Quality team? We're looking for a dedicated Quality Manager in Durban to drive our Quality framework and ensure the efficient, effective delivery of our services. If you have a passion for quality with a track record of excellence in Quality management, commitment to work US hours and a desire to lead by example, apply today!
What you’ll be doing in this role
- Leading, developing and coaching a team of Quality Analysts/Team Leaders
- Managing team performance in line with objectives and metrics
- Delivering/overseeing QA induction training and accreditation, check the checker activity on QA and QA coaching
- Leading/overseeing account Quality calibration
- Ensuring day-to-day Quality expectations and requirements are met and delivered on time
- Collating informative Quality performance reporting including root cause analysis and opportunities for improvement
Experience and qualifications
- Minimum 2 years’ leadership experience with at least 12 months’ experience within contact centre Quality role/environment
- Experience of working with & embedding quality frameworks and standards
- Able to collate informative Quality performance reporting including root cause analysis
- Experience of working with and influencing stakeholders at a senior level
- Ability to effectively manage multiple tasks, work at pace and flex approach when required - both virtual and on site
- Experience of working with customer metrics such as NPS and Csat
- Self-motivated and able to work both independently and as part of a team – both virtual & on site
What’s in it for you
- Lead a dynamic team in a fast-paced environment
- Work with industry-leading experts
- Opportunity for growth and development
- Competitive salary and benefits package
- Make a real impact on our Quality framework and standards
If you're ready to take the next step in your career and be part of our journey towards excellence in Quality management, apply today.
Please note that the appointment will be made in line with the company’s EE Plan.
