Quality jobs in South Africa

Position: Quality Manager

Location: Capetown, South Africa

Profile Summary:

IGT is looking for a Senior Quality Manager. As our new Quality Manager, you will lead the execution of the Quality program within a region covering Cape Town, South Africa, in cooperation with the Quality team and local site managers. You will be responsible for driving regional performance through Quality initiatives, ranging from helping to develop site-specific action plans to drive up NPS, to specific group standard development of Quality framework and culture.

Main Goals

• Lead and develop the Quality management priorities in alignment with head office.
• Team management - managing Quality Evaluators and Team Leaders for aligned processes.
• Act as the leader in all matters related to Quality Management, including client meetings and business reviews.
• Set the high bar standard in the region to develop a culture where quality is a core principle of CS operations and is advocated by all.
• Provide regional reporting on quality program status, performance, hiring, onboarding, and outcomes to the head office Quality management on a regular basis.
• Develop a fully trained, high-performing, motivated, and empowered regional Quality team.
• Analyze different data points on a daily/weekly basis to identify trends and improvement opportunities at both team and individual contributor levels.
• Proactively identify opportunities to improve QA work and coordinate with different functions – operations, training, workforce management.
• Lead all practices of Quality Control, validation, calibrations, customer Quality interface, and client Quality assurance by developing key client partnerships.
• Analyze and report trends in Agents/Process performance.
• Bring insights and innovation ideas from a QA perspective and help our operations team standardize work processes and procedures, pushing initiatives to improve transaction Quality through new quality tools and motivational levers.
• Identify bottom quartile factors and team players and steps to improve them.
• Design, implement, and monitor Quality corrective action plans when required.
• Liaise with key stakeholders – internal & clients – for alignment and improved Quality results.

Education and Essential Experience:

• Min. 3-5 years’ experience in a similar contact center management role, in a multinational environment is mandatory.
• Experience in the BPO / SSC industry with exposure to global leading brands/clients is a must.
• COPC or Six Sigma certifications are a solid advantage.
• Strong team and people leadership skills.
• Experience in managing a large-scale multi-geo located team preferred.
• Comfortable working in a multi-site contact center environment with a mix of in-house and remote resources.
• Ability to manage cross-regional projects independently and partner with cross-functional teams at the enterprise level as a leader of Quality deployment.
• Flexible and able to adapt to high pace priority changes, comfortable in navigating client changing requirements.
• Solid knowledge of Quality tools, terminology, and COPC process.
• Demonstrated organizational skills and the ability to multi-task and deliver quality outcomes while effectively managing multiple competing priorities.
• Comfortable and effective within a multi-cultural team environment.
• Able to assess and develop individual and team skills and capabilities. Able to create and maintain enthusiasm for challenging goals.
• Play as a role model by promoting new ideas and positive change.
• Fluent in English; knowledge of additional language(s) is a strong advantage.

Working Hours

24*7 Shift

9 hours shift with 1 hour break

5 Days working in a week (2 rotational Off Days)

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship, or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment, or bias based upon these grounds.