Quality Manager - Cape Town at Webhelp SA

What you will do in this role
As a Quality Manager on our team, you’ll be: 

• Leading, developing and managing a Quality Team in line with campaign requirements
• Managing the implementation and continuous improvement of necessary Quality Frameworks and structures for all customer contacts across work streams
• Creating and deploying an effective strategy that will deliver industry leading customer experience
• Driving and supporting delivery of Quality improvement plans
• Managing reporting trends and opportunities for performance improvement as well as engaging appropriate stakeholder to share insights
• Allocating appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areas
• Mitigating business and customer risk exposure through identification and eradication of issues relating to people, processes and technology
• Managing the day to day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed time frames

Your qualifications
Concentrix + Webhelp is a great match if you have:

• Matric
• Strong interpersonal skills, with the ability to engage with stakeholders at all levels across our business and clients
• A minimum of 1-year experience as a Quality Manager, leading and inspiring a Quality Team with relevant people management experience across multiple work streams and locations
• In-depth knowledge of customer experience methodology including Net Promoter System
• Experience working with Quality frameworks and processes, operating within a regulatory environment such as OFCOM, FCA, ISO or EU regulations
• Strong background of applied coaching methodology for both deductive and inductive purposes
• Strong analytical skills and attention to detail
• Advanced Excel skills including but not limited to conditional formatting, creating formulas, pivot tables etc.
• Comfortable producing reports and presenting at management level
• Ability to multi-task and work on your own initiative, as well as being able to make decisions where appropriate
• Excellent planning, organisational, and time management skills
• Experience as Team Leader or Operations Manager (Advantageous)