Quality Manager BPO- US Hours- CPT - Cape Town City Centre
Company Overview:
Dash BPO is a leading provider of Business Process Outsourcing (BPO) services specializing in
call center operations. We deliver high-quality customer support solutions to a diverse range of
clients across various industries.
Job Summary:
We are seeking a diligent and experienced Quality Manager to join our team. The Quality Manager
will be responsible for overseeing and ensuring the quality-of-service delivery within our call
center operations. This role requires meticulous attention to detail, strong analytical skills, and
the ability to implement effective quality assurance processes. The ideal candidate will have the
ability to produce detailed reports, present to clients, analyze data, and develop strategies to
improve quality assurance performance.
Key Responsibilities:
• Develop and implement quality assurance strategies and initiatives to maintain and
improve service delivery standards.
• Design and execute quality monitoring programs to evaluate customer interactions (calls,
chats, emails) and operational processes.
• Conduct regular audits and evaluations of call center agents’ performance against
established quality metrics and benchmarks.
• Analyze quality data to identify trends, patterns, and areas for improvement; provide
actionable insights and recommendations to management.
• Prepare and present detailed reports on quality performance metrics, trends, and
improvement initiatives to senior management and clients.
• Collaborate with training and operations teams to develop training programs based on
quality assessment findings.
• Implement corrective actions and continuous improvement initiatives to enhance overall
service quality and customer satisfaction.
• Monitor compliance with company policies, procedures, and regulatory requirements
related to call center operations.
• Lead and mentor the quality assurance team to achieve performance targets and maintain
high standards of service quality.
Requirements:
• Proven work experience as a Quality Manager or similar role in a BPO or call center
environment.
• In-depth knowledge of quality assurance principles, methodologies, and tools.
• Strong analytical skills with the ability to interpret data, identify trends, and make data driven decisions.
• Excellent communication and interpersonal skills; ability to effectively collaborate with
cross-functional teams and present to clients.
• Proficiency in using Microsoft Office Suite (PowerPoint, Excel, Word) and other relevant
software.
• Detail-oriented with a focus on accuracy and continuous improvement.
• Experience in designing and implementing quality monitoring programs and evaluation
processes.
• Familiarity with call center technologies and CRM systems.
• Bachelor’s degree in business administration, Management, or a related field preferred.
• Relevant certifications (e.g., Six Sigma, Quality Management) will be an advantage.
• Strong leadership skills with the ability to lead and motivate a team to achieve high
performance standards.
Benefits:
Competitive salary package
Health and wellness benefits
Career development opportunities
Dynamic work environment with a supportive team culture
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