Quality Team Leader at Webhelp SA

What you’ll be doing

• Managing the implementation of quality frameworks and structures
• Working effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working
• Managing reporting trends and opportunities for performance improvement and engaging appropriate stakeholders in results
• Maximising results through building and maintaining effective working relationships
• Managing the day-to-day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed timeframes

What you’ll need

• Matric
• Availability to work dedicated North American hours
• Excellent communication, presentation, listening, analytical, numeracy, problem-solving, time management, report writing, organisational, advanced PC literacy and typing skills (Essential)
• Minimum 6 months’ experience in a quality role
• Experience with applied coaching methodology for both deductive and inductive purposes
• Clear disciplinary record and a proven performance record of accomplishment
• In-depth knowledge of strategic planning and implementation of call handling and quality frameworks