Investigations & Customer Operations QA Team Manager - Umhlanga, South Africa - Rewardsco

Rewardsco
Rewardsco
Verified Company
Umhlanga, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

Job Details:


  • Division Rewardsco Sales
  • Business Unit QA
  • Minimum experience Entry Level
  • Company primary industry Telecommunications
  • Job functional area Quality AssuranceWe are seeking a skilled Team manager for the Investigations & Customer Operations QA team, This individual will manage the QA targets, monitor the adherence of QA processes, monitor resources, drive assessment accuracy and lead and drive positive agent behaviour within the team.

KEY ACCOUNTABILITIES

  • Manage the incubator teams for all special campaigns in its entirety
  • Manage the daytoday workload of QA advisors
  • Execute workload and meet deadlines
  • Manage the daytoday operational activities within the team which include:
  • Timekeeping of staff
  • Daily targets are met
  • Training requirements linked to accuracy of QA assessors
  • Dip checks into the accuracy of QA assessors
  • Coach & develop agents
  • Provide leadership within your level of influence

SPECIFIC SKILLS REQUIRED

  • Fluency in written and spoken English
  • Excellent communication (verbal, written, presentation) skills
  • Ability to establish and maintain effective working relationships at management level across functional groups and business units
  • Skilled with Microsoft Office programs (Word, Excel, Outlook, etc.)
  • Flexible and adapts well to change
  • Be an advocate of Quality Assurance, Continuous Improvement, and industry best practices
  • Previous background in leading teams essential

TECHNICAL KNOWLEDGE
-
12 months recent QA team management experience coupled with previous escalations experience

  • Previous experience handling QA investigations essential
  • Strong working knowledge of the financial services & telco processes & compliance measures
  • Demonstrated success in managing, leading, and developing people.
  • Matric
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