Job Description

Job Title:


Quality Manager



The role of the Quality Manager is to lead, develop and manage the account Quality team in line with

local campaign and partner Quality requirements ensuring efficient, effective delivery of Quality framework. The role will work alongside Senior operational managers and campaign lead to design the account Quality plan in line with operational priorities. The Quality Manager will ensure that day to day expectations and Quality requirements are met with all deliverables executed on time and to a high standard in line with Quality plan.



The Quality Manager will act as Quality SME responsible for embedding of & continual review of the campaign quality framework & standards. The role also requires the Quality Manager to deliver/oversee assessor quality induction training & accreditation, check the checker activity on QA, QA coaching & calibration to ensure & drive QA alignment to defined Quality standards & framework.Lead, develop and coach a team of Quality Analysts/Quality Team Leaders in line with local campaign and partner Quality requirements ensuring efficient, effective delivery of Quality framework. Accountable for managing team in line with performance objectives/metrics including delivery of monthly 1-2-1 and performance review. Deliver/ oversee QA induction training & accreditation, check the checker activity on QA, QA coaching & calibration to ensure & drive QA alignment to defined Quality standards & framework. Responsible for quality reporting/outputs using quality data to identify opportunities for improvement. Responsible for leading/ overseeing account Quality calibration. Act as virtual Quality SME responsible for embedding the campaign quality framework & standards including transfer of knowledge & best practice to Quality Analyst group. Work with & support the Operation to ensure that day to day Quality expectations and requirements are met & delivered on time Manages delivery of own workload as well as tactical and day to day tasks whilst prioritizing according to key deliverables.
Essential to have min 2 years leadership experience with 1-year experience within call Centre Quality function Utilities experience will be advantageous Leading & developing a team through coaching & mentoring People management including managing absence, conduct & capability Experience of operating within a Quality role/environment, preferably similar role Experience of working with & embedding quality frameworks & standards Preferably experience of design & implementation of Quality framework & standards Able to collate informative Quality performance reporting including root cause analysis Experience of working with & influencing internal & client stakeholders at a Senior level Experience of working with customer metrics such as NPS, Csat Experienced user of MS Office applications Self-motivated and able to work both independently and as part of a team - both virtual & on site

Ability to effectively manage multiple tasks, work at pace and flex approach when required - both virtual & on site


Location:


ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town
Language Requirements:


Time Type:


Full time

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