Assistant Quality Assurance Manager (Contact Center Background) at IGT

Position: Assistant Quality Manager (Contact Center Background)

Job Location: Cape Town, South Africa

As our new Assistant Quality Manager you will lead the way in evaluating and raising the quality bar of our team play. The overall objective is to analyze our team’s performance from a quality perspective. You will provide analysis, findings, feedback and recommendations on ways to improve our level of customer service, raising and keeping it up to leading global brands’ expectations.

Essential

• Contact Centre Leadership experience in Assistant Quality Manager
• People management experience
• Stakeholder management experience
• Report writing and report presentation capability
• Knowledge of contact centre technology
• Knowledge of industry best practice
• Strong knowledge of customer care processes and techniques
• Strong knowledge of English languages is mandatory (written and verbal)
• Should have an eye for detail and is able to identify Process as well as Agent opportunities
• Ideal profile is well versed with travel CRM fundamentals Excellent oral, written and interpersonal communication skills
• Exceptional listening and analytical skills
• Solid knowledge of MS Office with focus on Excel
• Demonstrated ability to work well in a team environment Min. 3 Years prior experience in BPO,
• Prior experience in travel / hospitality industries customer care is a plus

Key Responsibilities:

• To lead a team of Quality in order to execute the departmental strategic goals to all stakeholders.
• Ensure best use of systems and technology to deliver effectively and efficiently.
• Ensure that the Quality team’s outputs meet stakeholder expectations in terms of quality, accuracy, targets, risk and compliance.
• Contribute towards Continuous Improvement initiatives to improve processes and systems at IGT and for our clients as well as personal and team skills.
• Manage relationships with stakeholders according to company practice.