Quality Assurance Manager - Wynberg
Boomerang Marketing
Our company is hiring for a Quality Manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications but have sufficient experience and talent. Responsibilities · Drive and conduct audit compliance, robust root cause, remediation plans. Ensuring adherence to contractually binging targets. · Ensure compliance to the quality framework and relevant legislation. · Drive team performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring and reporting. · Facilitate continuous improvement initiatives within the team. · Responsible for delivery of reports that are timely, accurate and with business insights. · Foster a spirit of continuous learning and collaboration across their career development, coaching and mentoring. · People management. · Professional stakeholder engagement. · Manage disputes between assessors and agents / team leaders. · Ensure that compliance trackers are created, updated and always filed. · Create and amend scorecards according to operational needs. Requirements Knowledge, Skills and Attributes · Analytical mind set. · Proficiency communication skills in verbal and written English. · Self-motivated. · Team player · Proactive · Effective emotional intelligence. · Passionate about people development. · Attention to detail. · Respectful t others. · Clear communication. · MS Office at an intermediate / advanced level. · Ability to interpret data into meaningful reports. · Willing to learn. Additional Requirements · Grade 12 / Matric · Minimum 24 months contact centre experience in Quality Management.
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