Creating purposeful careers as we build the future of contact centre solutionsJob TitleNational Quality Assurance Manager (Call Centre)The Quality Assurance Manager will monitor process implementation, manage QA teams in various campaigns within the business, and report to the Head of the Training & Quality Assurance department. This individual will ensure that quality and compliance standards across the business are consistently met and engineer strategies followed by implementation to continuously enhance the performance of the business according to the policies and procedures of the business. They will be responsible for client communication regarding all matters of Quality Assurance as well as regular briefings with senior management on the progress of the Quality Assurance teams and work done across all campaigns.Duties & ResponsibilitiesEnsure compliance with the company's quality systems and processesEvaluate daily feedback from all quality assurance and compliance teamsDevelop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the contact centreEnsure campaign KPIs are met regarding quality standardsContinuously upskill quality assurance personnelProvide weekly quality assurance reports to the business and to clients as per SLA requirementsEnsure ongoing optimisation across all campaigns within the businessTeam managementRequirementsAbility to work and complete projects without supervision, self-motivatedAbility to communicate with discretion and professionalism, understanding when confidentiality is neededAnalytical approach to problem solving and solution-driven strategy developmentCritical attention to detailCapable of always working on multiple campaignsStrategy implementation with excellent organisational skillsQuality control astutenessStrong knowledge of customer care processes and techniquesDemonstrated ability to work well in a team environmentMust be a critical thinkerQualifications & ExperienceData AnalysisAt least 3-5 years in Quality Assurance/Quality Control/Compliance at management level (BPO industry preferred)At least 3-5 years of managing a QA teamCustomer-centric report buildingSkillsData Analysis, Quality Control, Quality Auditing, Compliance, Communication, Business Process Outsourcing (BPO), Sales, Customer Services
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