If you find yourself constantly looking for ways to be more efficient, pride yourself on exceeding expectations and value quality over quantity then the role of Quality Manager at Concentrix could be your calling!
We're a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you useevery day— improve their businesses with technology and integratedsolutions,in over 70 countries.
As part of our team of innovators inDurban, you'll spearhead, develop and oversee the quality process and framework for an international campaign. Collaborating closely with operations, you'll ensure a consistent standard of quality, meeting daily expectations to a high degree.
Leading a dedicated Quality Team focused on delivering excellent customer experiences, you'll drive enhancements in quality performance through coaching, insights and collaboration with the Operational Team to meet KPIs.
If you're ready to take a leap in your career, step up to the challenge and applytoday!
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 streamsCreate and deploy an effective strategy to deliver industry-leading customer experiencesDrive and support the delivery of Quality improvement plansManage reporting trends and opportunities for performance improvementAllocate appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areasMitigate business and customer risk exposure through the identification anderadication issues relating to people, processes and technologyManage partner expectations and requests, ensuring thatstakeholder requirements are identified, delivered and met within agreedtime 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.) It will be a plus if you:
Have previous experience as Team Leader or Operations Manager Concentrix is an equal opportunity employer
We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws. Eligibility to work
In accordance with South African law, only applicants who are legally authorised to work in the SA will be considered for this position.
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