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BPO Quality Manager Training & Quality Location Cape Town, South Africa Language English Apply Now SummaryThe Manager II, Quality is responsible for managing Transaction Monitoring for clients with multiple programs or lines of businesses which can be across multiple sites/geos. This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams.DescriptionSupervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirementsMaintain accurate metrics of direct reports individual performance as well as overall team level performanceEvaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plansDevelop strong working relationships with key Business stakeholders, internal and externalOversee audits of key support processes within each account and recommends changes Apply Now