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Job Overview:Working as part of dynamic, large-scale operations, the job holder will be part of a high-quality team undertaking Quality checking of the work completed by Team Members. This is an exciting mid-level management role where the job holder will be exposed to multiple clients across various industries.Job Responsibilities:Managing a team of multi-skilled Quality Advisors responsible for completing quality assessments across a range of clientsCreating and supplying client and management reporting and insightResponsible for quality scores and risk management in line with Client and regulatory targetsPresentation of results at weekly and monthly client business reviewsResponsible for the oversight of customer remediation exercises where requiredDirect client point of contact for all QA, compliance, complaints, and insight requestsChecking of investigations of complaints, including the gathering of information, contacting customers and communicating decisions based on the information available.Utilising a wide range of systems to check that the execution of a defined process has been correctly undertaken and escalate as appropriate to team leaderProviding feedback to Senior Operations Managers on the outcome of checked cases and supporting with campaign performance improvement plansWorking alongside the Training Manager to instil a quality centric culture from employee early life.Job Required Requirements:National senior certificate – Grade 12Experience in the BPO IndustryA background in quality assurance, compliance, risk management or other process-driven environments is required. Required Skills :Excellent verbal and written communication skills with the ability to report to a senior audience.Strong presentations skills for a target audience of senior managers and direct client feedback.Ability to influence senior managers and stakeholders within the remit of specific campaigns and requirements.Excellent Microsoft word knowledge and skill, not limited to, Microsoft word, excel and powerpoint.Ability to analyse data, highlighting trends and developing remediation plans where required.Ability to manage a team of cross-skilled employees working across a variety of workstreams.Minimum of one years’ relevant outsourcing industry experience.Minimum of one years’ experience in people managementMinimum of one years’ experience of written and verbal communication at Senior Stakeholder Level and Client.Core BehaviorHuntswood’s employees are described as dependable, driven and collaborative. The job holder should be able to demonstrate they are:Confidential, reliable and genuineDynamic, passionate and determinedFriendly, compassionate and cooperative"It's not just about what we do, but the way we do it. And it's our values that make us special." See Description See Description Apply Now

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Jobs in Go!