Quality Manager - Cape Town, South Africa - Ascensos

Ascensos

Verified Company

Cape Town, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

LOCATION
Cape Town, South Africa

TYPE
Office Based

POSITION
Full Time

DATE POSTED
20/07/2023

Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

Whether it's clients or colleagues, delivering with a personal touch is truly important to us.

We work with a diverse range of well-known retail brands, across many sectors, including; ALDI, River Island, B&Q, KFC and Big Bus Tours.

We're proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award-winning customer service.

What We're Looking For

Due to our continued growth, we are looking for a perfect person that has the capability to lead and manage the Quality Team in South Africa.

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind. We think big and we're looking for team members who think bigger, achieve more, and work smarter.

What To Expect

QA Manager will train and upskill QA's on the Ascensos Quality Management Framework.

They will be responsible for setting and executing the Quality strategy and providing outstanding leadership.

Also, they will be responsible for highlighting improvement opportunities within operations so we can drive the right behaviours to improve on KPI metrics.

The Quality Manager will support on all aspects of quality improvement and establish strong relationships with the operations team and the Ascensos clients.

The main effort of this role is to constantly and relentlessly drive the quality framework agenda forward and to promote 'world class service' for Ascensos and their Clients.

The role holder should deliver the vision for Ascensos to be acknowledged (through miDash awards, client loyalty, supporting new business and general reputation)

Please note. This position is office-based at our site in Searle Street, The Boulevard in Woodstock.

As part of #theAteam, you'll receive full training and support to be the voice of our clients' brand.

But no need to worry if you don't have lots of experience, we have thе best training program ready for you.

Your role can include, but isn't limited to:

Build business capability through breakthrough thinking in the design and execution of an industry leading Quality Model
Work with the Head of Quality to define and deliver the quality strategy framework
Deliver a step change in quality measures though a structured programme of Quality activities and projects
Develop a selfsustaining continuous quality improvement culture within your business unit
Lead the Call Centre industry in quality, through defining and publishing evidence based best practice
Provide specialist quality advice and support to the clients senior management teams
Facilitate the achievement of all contractual quality targets
Publish quality reporting cards to the relevant stakeholders
Trends and Call Drivers
Carry out Spot Checks within the Operations Teams
Update all records
Lead and upskill the team to be able to lead as well Operations Calibrations and Clients Calibrations (Ensure that the calibrations tracker after each meeting and cascade to all stakeholders)
Provide Daily / Weekly and Monthly Quality dashboards to Operations
Hold wekkly Buzz sessions with Ops
Discuss high, middle and bottom performers
Attend new starter training

- show case quality and highlight why it's important to the business

Identify noncompliance to quality standards, making recommendations where appropriate, to ensure that quality targets are achieved, maintained and consistently applied in line with client & Ascensos requirements
Oversee processes to provide documented feedback to enable Team Managers to coach and support advisors in delivering a great customer experience, providing consistency, understanding and knowledge of the quality standards
Ensure all Quality Assurance Analysts are regularly calibrated to ensure consistency in monitoring in line with the quality framework
Record results on Ascensos quality systems & updating relevant systems
Generate ideas of quality awareness / standards for advisors to develop an understanding of quality approach, including benefits to the client, Ascensos and our customers
Perform Quality Checks on Quality Assurance Analysts to ensure work delivered is to a high standard
Provide coaching to Quality Assurance Analysts to meet agreed objectives
Create a WOW call library for Operations / Training Department to listen to calls
Lead Monthly meetings with Operations and Support Function
Close the loop "What's gone well, what needs improving", cascade minutes and actions to the relevant stakeholders
Cross skill our quality QA's to provide optimal coverage within ou