National 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. The Quality Assurance Manager will ensure that quality & compliance standards across the business are consistently met and engineer strategies followed by implementation, to continuously better the performance of the business according to the policies and procedures of the business.

This individual will be responsible for client communication regarding all matters 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 & Responsibilities

1. Ensure compliance with the company's quality systems & processes
2. Evaluate daily feedback from all quality assurance & compliance teams
3. Develop and maintain thorough knowledge & understanding of products, including performance and functional requirements of the contact centre
4. Ensure campaign KPIs are met regarding quality standards
5. Continuously upskill quality assurance personnel
6. Provide weekly quality assurance reports to the business & to clients as per SLA requirements
7. Ensure ongoing optimisation across all campaigns within the business
8. Team management

Requirements

1. Ability to work and complete projects without supervision, self-motivated
2. Ability to communicate with discretion and professionalism, understanding when confidentiality is needed
3. Analytical approach to problem solving & solution driven strategy development
4. Critical attention to detail
5. Capable of always working on multiple campaigns
6. Strategy implementation with excellent organisational skills
7. Quality control astuteness
8. Strong knowledge of customer care processes and techniques
9. Demonstrated ability to work well in a team environment
10. Must be a critical thinker

Qualifications & Experience

1. Data Analysis
2. At least 3-5 years in Quality Assurance / Quality Control / Compliance at management level (BPO industry preferred)
3. At least 3-5 years of Managing a QA Team