Quality Team Manager

What being part of the Sigma Family means for you

Quality Team Manager

As a Quality Team Manager, you will be responsible for leading a team of Quality Assurance Advisors to ensure that all client and company SLAs are achieved. You will work with internal stakeholders and clients to produce accurate and actionable data on our customer interaction quality and to ensure consistency in the measurement of interaction quality. You will report to the Quality Manager.

What being a part of the Sigma Family means for you!

Career development and opportunities to apply for internal promotions following your probationary period.

Monthly, Quarterly and Annual awards with marvellous prizes.

Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.

Transportation Benefits – Accommodate making your travelling journey to work easier with the amazing shuttle services that we offer our employees.

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse and inclusive workplace – all amazing people are welcome in the Sigma Family.

A bit more about the Opportunity...

What Your Day-to-Day Will Look Like:

You manage the day-to-day workload of Quality Assurance Advisors, ensuring that they complete their workload and meet deadlines. You will manage any performance issues fairly and are fully documented. You will support the Quality Assurance Manager with tasks such as creating client meeting documentation, leading quality meets and calibration sessions, and stakeholder management. You will conduct HR meetings as and when needed including return to work meetings, investigation and disciplinary meetings, and welfare meetings.

You will build strong working relationships with both internal and external stakeholders, ensuring that there is clear communication. You will work with the Quality Assurance Manager and Clients to develop Quality frameworks and scorecards to ensure that they reflect current expectations. You will effectively manage change and ensure that it has been successfully implemented. You will manage the internal quality management system to ensure that the information stored within it is accurate and up to date. You will participate in business and client review meetings and present quality assurance data and results in these meetings as and when needed. You will identify risks, such as breaches of compliance or regulatory requirements and ensure that they are escalated through the appropriate channels in a timely manner. You will effectively manage internal and client escalations and ensure regular and accurate updates are provided.

What Amazing People Will Bring to the Role

You are a confident leader who uses their knowledge, experience and personality to lead. You will ensure that your team delivers on their SLAs and that the quality department provides an excellent service to all stakeholders. You have 1 year of directly related experience in a quality assurance role. You have proven experience of managing teams, ideally across multiple locations. You have strong analytical skills, with expertise in analysis of performance metrics for call centre operations.

You are able to establish and maintain effective working relationships at a management level. You have an excellent knowledge of client processes, expectations, and systems. You are passionate about developing others and are comfortable with developing and implementing strategies to improve performance. You have evidence of consistently achieving quantitative and qualitative performance measures. You demonstrate knowledge of quality assessment processes. You have an understanding of contact centre staff’ statistical performance reporting.

Requirements:

• You have 2+ years of directly related experience in a quality or support role.
• 1+ years demonstrated experience in a supervisory or management role.
• Experience within Financial Service (BPO) / Contact Centre – Preferable.
• You have proven experience of managing teams, ideally across multiple locations.
• You have strong working knowledge of the client’s processes, expectations and systems.
• You have demonstrated success in managing, leading and developing people.
• You have evidence of consistently achieving quantitative and qualitative performance measures.
• You have demonstrated knowledge of quality assessment processes.
• You understand quality assessment principles and processes.
• You understand contact centre staff’ statistical performance reporting.

Simple and Straight Forward Recruitment.

We don’t see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, we’ll proceed with further shortlisting & start your application process.

If you like the sound of being part of the Sigma Family, then don’t wait and get applying!