Head Of Quality Management at DirectAxis

Job description

Overall purpose of the job

The Manager of Quality Assurance is responsible for managing the implementation of quality assurance and operational readiness in various departments, and for expanding the quality assurance function and sign off of new recruits and internal moves across the organisation. The Manager of Quality Assurance ensures the ongoing maintenance and enhancement of QA systems and on boarding requirements, processes and tools which drive and support high quality engagement by the business with its customers

Main outputs and Responsibilities for this position

• Drives increased efficiencies and optimal use of resources
• Provides input into the budget and controls expenditure
• Analyses and highlights all matters affecting service delivery
• Researches, designs and implements best practice customer service solutions
• Manages the business processes for area of responsibility
• Collates and presents Quality Assurance Operational Reviews to business
• Manages the maintenance, embedding and continuous improvement of customers' Quality
• Assurance systems,tools, methodologies and processes
• Manages the required resources to enable business performance and achieve business objectives
• Oversees implementation of Quality Assurance initiatives
• Provides subject matter expertise and advice to senior and middle management on continuous quality improvement.
• Participates in planned activities that are appropriate for own and staff development in area of responsibility.
• Ensures resourcing decisions are aligned to the Transformation Plan
• Implements performance management across the area of responsibility

Education (formal qualification required)

Minimum:

National certificate

Certificate in Total Quality Management

Ideal:

• FAIS
• RE 5

Experience (minimum experience required)

• 3- 5 yearsService Quality Assurance
• 3- 5 years Leadership Experience
• 3-5 years Contact Centre experience
• 3-5 years Implementing processes and strategies

"In line with our employment equity plan, suitably qualified African Black candidates who meet the criteria for the role will be given preference"