Manager Quality Assurance at JD Group

Job description

Job Purpose

To effectively manage and drive the Quality Assurance strategies within the contact center and quality assurance environment to ensure the achievement of business objectives

Key Responsibilities:

•  Develop, Communicate, Manage and Implement Quality Assurance assessments, standards, coaching practices, reporting processes, policies and procedures whilst driving compliance
• Research Quality Assurance industry trends, benchmarks and best practice within the Financial Services environment to increase revenue opportunities
• Align Quality Assurance assessment standards ,reporting processes, benchmarks, policies and procedures to the contact centre business strategy
• Drive compliance within the contact centre environment to ensure adherence to internal policies, processes and procedures and applicable laws, regulations and codes of conduct
•  Monitor performance reports and evaluate the impact of Quality Assurance strategy
• Create management information reports to measure the efficiency and effectiveness of the operational execution of the Quality Assurance assessments, reporting processes, policies and procedures
• Monitor and evaluate the performance and execution of the agreed strategy and tactics
• Provide feedback to stakeholders of quality assurance assessments conducted in order to identify high risk areas and ensure alignment and implementation of improvement plans to optimise the Quality Assurance process
• Drive the achievement of quality assurance targets
• Determine, discuss and communicate the targets to the Quality Assurance Assessors
• Coach the Quality Assurance team, Supercoaches, and operations team leaders based on the measurement results to increase productivity, performance and quality of calls.
•  Assists in setting the department’s financial budgets and manage controllable expenses
• Drive the achievement of financial budgets within the QA environment through execution of the agreed QA strategy
• 5) Manage Customer Centricity
• Develop and implement the business plans, policy, procedure and standards for excellence for managing and ensuring the uniform achievement of customer service strategies for area of responsibility
• Develop solutions that are aligned to customer’s value chain and needs to ensure customer retention
• Team human resources management
• Monitor staff satisfaction to reduce risk and meet the business objectives of the organisation
• Manage team development and training by providing role clarity, allowing them skills diversity, performance managing and developing them appropriately

Competencies

• Relevant legislation
• Knowledge of Contact Center environment
• Quality assurance processes
• Knowledge of the use of the collections software systems
• Analytical skills
• Report writing
• Problem solving
• Knowledge and innovation management
• Capacity planning and resource optimisation
• Risk management
• Performance Improvement
• Negotiation skills
• Change management skills
• Business and Financial Acumen
• Judgement and Decision making
• Attention to detail
• Numerical Reasoning
• High Performance Teaming
• Drive and Energy
• Monitor and measuring
• Internal Networking

Minimum Qualifications & Experience:

• Matric
• 5 to 7 years Quality Assurance specialist and management experience within an operations environment