QA Manager; BPO​/Call Centre

A global leader in the BPO sector offering world-class CX and Service Centres at all their locations. They service industries such as eCommerce, Retail, Food Delivery, and Technology

The Role:

The Quality Assurance Manager assures consistent quality of operations by developing and enforcing
good, automated business practice systems, validating processes, providing documentation and
managing staff.
The goal is to assure the high quality of operations and services aiming for the long-term success of
the business.

Responsibilities:

• Managing and providing leadership for the customer experience function within the contact
  center
• Driving customer experience requirements through Quality Team Leaders and CCMs
• Co-facilitate CCM and Client involvement in the delivery of quality through regular discussion
  and feedback
• Oversee training and onboarding of new Quality Assurers and Quality Team Leaders on the
  Quintinite Quality Approach to customer experience
• Developing the existing Quality Team Leaders on QMS, TQM, QC tools, coaching, people
  focus, and feedback
• Keep all senior stakeholders updated and involved in progress and changes
• Oversee the delivery of the calibration process across operation
• Regularly review the customer experience management system for effectiveness, and engage
  parties on recommended changes/updates
• Ensure Qualitative KPI’s are meeting desired performance levels OR put effective and
  measurable plans in place to ensure improvement within defined timelines
• Reporting & analysis of quality results.
• Ability to continuously identify areas of opportunity within the campaign at people and process
  levels and make recommendations leading to end user satisfaction as well as bring in
  efficiencies
• Undertaking Projects within the program for continuous improvement of current processes
• Undertaking projects to improve performance of the campaign
• Undertaking thorough root cause analysis of failing KPI’s and creating quantifiable action
  plans to improve
• Following up and executing steps planned in the improvement action plan, also updating
  internal and client teams on action plan status
• Coordinating meeting with team members and other departments to chalk out action plans for
  the campaign on a monthly basis
• Flexibility working in shifts and days of the week
• Ability to create presentations and also present to the internal and client teams
• Passion to proactively deep dive into areas that need improvement within the campaign
• Excellent knowledge of MS Excel, other MS Office tools and Google Work spaces
• Good team and stakeholder management ability

Experience and Qualifications:

• At least 2 years' experience as a QA Manager within a CALL CENTRE/BPO
• A Diploma or Bachelor's is preferable