Quality Manager - Durban at Concentrix

What you will do in this role:

• Manage the implementation and continuous improvement of necessary Quality Frameworks and structures for all customer contacts across work streams
• Create and deploy an effective strategy to deliver industry-leading customer experiences
• Drive and support the delivery of Quality improvement plans
• Manage reporting trends and opportunities for performance improvement
• Allocate appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areas
• Mitigate business and customer risk exposure through the identification and eradication issues relating to people, processes and technology
• Manage partner expectations and requests, ensuring that stakeholder requirements are identified, delivered and met within agreed time frames

Your qualifications

Concentrix is a great match if you have:

• A matric certificate
• Strong interpersonal skills, with the ability to engage with stakeholders at all levels
• A minimum of 1-year experience as a Quality Manager, 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 (OFCOM, FCA, ISO or EU regulations)
• A strong background in applied coaching methodology for both deductive and inductive purpose
• Advanced Excel skills (conditional formatting, creating formulas, pivot tables etc.)