Purpose of the roleThe QA Team Leader operates under the supervision of the quality manager.
The QA Team Leader is in charge ofquality control and must support management's procedures, decisions, and plans, within that company's corporatestructure, atmosphere, and culture.
Drive performance of the quality assurance team; test and report on gaps in thequality systems in use as well as breaches in quality.
General Job Indicators: Planning Horizon? Monthly; non complex planning through to delivery? Month to month; quarterly based on defined deliverables Delegated freedom to Act? Clearly defined deliverables? 80% of the work is routine 20% is situational autonomy Level of complexity? Concrete and predictable? Follow predefined procedures.? When an obstacle is encountered, seek help.? Limited/ first line detection of problems is expected.
Key Areas of the role: ? Managing & providing leadership for the customer experience function within the client contact centre.? Driving customer experience requirements through Team Leaders and Quality Assurance Analysts.? Facilitate CCM & Client involvement in the delivery of quality through regular discussion and feedback.? Training of new Quality Assurance Analysts & Team Leaders on the agreed customer experiencemanagement system.? Developing the existing Quality Assurance Analysts & Team Leaders on quality, coaching, people focus,and feedback.? Assist Team Leaders & Quality Assurance Analysts to deliver against the customer experiencemanagement requirement.? Keep all stakeholders updated and involved in progress & changes.? Manage the calibration process across Team Leaders, Quality Assurance Analysts, and Client to ensureconsistency and alignment.? Regularly review the customer experience management system for effectiveness, and engage parties onrecommended changes/updates.? Reporting & Analysis of quality results.
Behavioural Competencies: ? Deciding and initiating action? Leading and supervising? Persuading and influencing? Presenting and communicating information? Learning and researching? Analyzing? Quality and detail orientation? Coping with pressure and set backs? Relating and networking? Adapting and responding to change? Creating and innovating Job Specification: Qualifications:? Matric? Generic Management? Coaching related qualification would be advantageous? Studying towards or in possession of:-Quality assurance/ improvement related certification/ qualification-Statistics related qualification-Project management Experience:? 2 - 3 years of experience as a Quality / senior quality assurer? 2 - 3 years of experience within business process outsourcing environment? Track record of data management Essential Soft Skills:? Advanced skills in the MS Office (Excel; Word and PowerPoint)? Advanced verbal and written communication skills? Advanced presentation skills? Advance report writing skills? Ability to translate large pieces of data into meaningful insights Other Essentials:-Ability to work flexible hours as required EE/ Non-EE position:Quantanite is committed to Employment Equity.
Preference will be given tocandidates from designated groups that align with Quantanite EE Objectives.
Internal/ External position:Quantanite is committed to the progress and promotion of staff and will seek to find asuitable candidate internally.
Should the suitable candidate not be sourced internally,the external recruitment process will be followed as a last measure.
