Quality Manager - Cape Town, South Africa - Teleperformance South Africa

Teleperformance South Africa

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Job description

The Quality & Compliance Manager will support our QA department by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership and communication skills.

The QA Manager is responsible for standardizing and reporting quality metrics for Customer Service across three operational units, diverse geographical locations and language group's one of Teleperformance most dynamic and exciting spaces, and will be responsible for managing a team of quality specialists.

Key Responsibilities include:

Manage the quality and auditingprocess and reporting, leading a team of Quality Analysts, Quality Coaches or Quality Team Leaders
Ability to evaluate data, identifies issues, provide improvement recommendations, own governance around performance improvement areas for internal and external Customers Own weekly calibration sessions to ensure consistency among quality specialists
Compile and distribute quality reporting in a standard global format
Drive requirements for technical quality and auditing solutions, including tools and automated reporting
Document and publish quality processes
Act as a key stakeholder in maintenance and update of associatefacing resource material
Provide clear insight into performance drivers and the levers which impact performance
Liaise with Operations on coaching and areas for improvement
Prepare reports and analysis, including relevant analyses versus prior periods and forecasts and associated risk/opportunities.
Drive improvement initiatives from conception through implementation
Drive the development of robust quality improvement coaching and training processes to drive continuous improvement.
Liaise with the Teleperformance Business teams globally to learn and implement best practice and to drive customer and performance improvements.

Qualifications & Experience

Matric / Equivalent (essential)
Diploma/Degree (Management or Quality Management) advantageous
Minimum of 34 years' experience in a Customer Service area (essential)
Minimum of 2 years' experience in a Quality Manager role within a BPO environment or 2 years' experience in an Operations Manager role also within a BPO environment (essential)
Previous experience in creation, implementation and maintenance of Customer Service Quality Management Programs with proven qualitative results (essential)

Skills & Attributes

Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
Good project management skills and experience
Ability to deep dive/analyse customer related data and draw conclusions leading to improvement initiative recommendations
Superior judgment, diplomacy and tact
Demonstrated ability to drive process changes and improvements
Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners).
Goal driven, target orientated, able to step back and look at the bigger picture.
Experience in writing documentation and standard operating procedures
Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
Professional approach to working with colleagues at all levels
Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS Teams
Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills.
Motivated to work on own initiative.
Excellent interpersonal and communication skills.
Proven ability to make and implement decisions.
Proven ability to influence change at all levels as appropriate