Job Title:

Quality Manager

Job Description

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.

Supervise quality work group of clients with multiple programs or lines of businesses; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements

Maintain accurate metrics of direct reports individual performance as well as overall team level performance

Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans

Develop strong working relationships with key Business stakeholders, internal and external

Oversee audits of key support processes within each account and recommends changes

Demonstrated ability to comprehend, analyze, and interpret.

Solid understanding of the organization's business operations and industry.

Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.

Excellent attention to detail.

Demonstrated ability to take initiative and ownership with focus on continuous improvement.

Demonstrated ability to mentor, coach and provide direction to a team of employees.

Demonstrated ability to lead team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment.
 

Advanced Microsoft Office skills

Demonstrated business acumen.

Previous quality management experience in a contact centre / BPO is advantageous within Quality Assurance

A broad knowledge of the financial services industry and the legislative / regulatory framework is required for this role
 

Vacancy Disclaimer  
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town

Language Requirements:

Time Type:

Full time

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