Develops and supports processes and practices necessary to improve the quality of products/services and level of risk control. Job title: Quality Manager Job Description: As a Quality Manager you will be responsible for supporting your operational colleagues to identify opportunities to improve, provide trend analysis, and fundamentally develop our customer experience strategy, to ensure we are equipped to offer a world-class customer experience. Key Performance Areas This role will include, but is not limited to: Review customer experience through multiple channels, including Voice & WebchatIdentifying opportunities for colleagues to ensure they are consistently delivering a best-in-class customer experienceDelivering 1:1 & Team coaching/feedback sessions, engaging colleagues to drive for successParticipating and delivering calibration sessions with operational colleagues and support functionsDeliver briefings and observations, to drive your team of Quality CoachesObserve quality coaches and provide feedbackCreate informative newsletters, highlighting clear opportunities of improvementDevelop initiatives to drive customer satisfaction across direct customer feedback measures and internal quality frameworks Leadership and supervision: Managing and providing leadership for the customer experience function within the client Contact CentreDriving customer experience requirements through Quality Leads, Analysts and CoachesFacilitate CCM & Client involvement in the delivery of quality through regular discussions and feedbackDeveloping the existing Coaches, Analysts & Team Managers on quality coaching, people focus and feedbackAssist Team Managers, Analysts & Coaches to deliver against the customer experience management requirementKeep all stakeholders updated and involved in progress and changesManage the collaboration process across Team Managers, Coaches and Client to ensure consistencyRegularly review the customer experience management system for effectiveness and engage parties on recommended changes/updatesEnsure qualitative KPI's are meeting desired performance levels OR put effective and measurable plans in place to ensure improvement within defined timelinesReporting & analyses of quality resultsAbility to continuously identify areas of opportunity within the campaign of people and process levels and make recommendations leading to end user satisfaction as well as bring efficienciesUndertaking projects to improve performance of the campaignUndertaking thorough root cause analysis of failing KPI's and creating qualitative action plan statusCoordinating meetings with team members and other departments to chalk out action plans for campaign on a monthly basisAbility to create presentations and also present to internal and client teamsExcellent knowledge of MS Excel and other MS Office tools, including presentation and wordGood team and stakeholder management ability. Minimum Requirements Minimum Qualification: Matric (Completed) Minimum Experience: 2 years experience as a Quality Manager Non Negotiable - MUST HAVE Key Competencies Skills and Abilities (what must I be able to do / display): Leadership and CoachingCreating and InnovationCoping with pressures and setbacksAchieving personal work goals and objectivesAbility to use InitiativeAbility to work autonomously Key Relationships Report Line: Senior Quality Manager Management/Supervisory Responsibility: This position has supervisory responsibility. About us Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience. We're here to help get you to your future — whether it's to gain world-class customer service experience or grow with our variety of skills and experiences, we are here for you! What's in it for you? Competitive Basic salaryMedical AidProvident fund, Group life, funeral and disability benefitAnnual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.International Exposure: We provide opportunities for international exposure, broadening our employees' horizons and experiences.Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential. What we hope you'll do next Choose 'Apply now' to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience. What will happen next? Your application will be reviewed.If your application is successful, you will be invited to an interview with a member of the recruitment team. IMPORTANT The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role. Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business' EE targets and goals. Attach your most recent CV indicative of the criteria as advertised. No late applications will be considered Closing date: Midnight 9 September 2024 Location: Cape Town, South Africa Time Type: Full time Contract Type: Permanent
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