Quality Assurance & Insights Manager
Call Centre BPO
Durban – Kwa Zulu Natal – South Africa
A fantastic opportunity exists for a highly experienced Quality Assurance and Insights (QA&I) Leader to join an innovative, complex, and rapidly growing BPO business. The role holder will be accountable for delivering all aspects of the QA&I plan, ensuring the function’s strategy and delivery aligns to and fully meets critical stakeholder requirements. You must be a strong team player and be passionate about developing and supporting your team members on their growth journey while ensuring maximum effectiveness of service delivery.
YOUR RESPONSIBILITIES
Leading a team of circa 30 highly effective QA&I Analyst’s in their focus on delivering to agreed QA volumes and specification (including being the production engine for value insights to support the businesses continuous improvement focus). Through effective planning and prioritisation of activities and resources and with significant growth in flight your focus will also be on growing your team both in headcount and skills whilst maintaining high standards of delivery
- Strong planning and analytical focus to ensure team resources continually meet client contractual requirements (qualitative and quantitive) and are optimised
- Providing strong leadership to the team to support growth objectives including active recruitment and upskilling to fill and optimise role performance
- Coaching and mentoring the team to continually improve and optimise performance delivery whilst also developing them to provide a broader contribution to the continuous improvement agenda
- Own the effectiveness of own function’s outputs ensuring the quality and focus fully meets the needs of internal and external stakeholders
- Further improving the production systems to ensure they are continuously meeting the needs of the function and business and are constantly updated to fully meet the changing needs of key stakeholders and team members
- Creating and maintaining a high-performance culture where all team members feel included and valued for their contribution
- Frequent ‘value’ engagement with client using high quality verbal and email communication in addition to keeping operational stakeholders up to speed on initiatives supporting them
- Whilst remaining independent in the assessment of the quality of work produced by Operations, quickly become and remain a key member of the overall operation’s senior management team
- Own the effective deployment of calibration events across the business and ensuring that improvement opportunities identified are reported, progressed and delivered
- Analyse material performance data, creating reporting and commentary to share with internal and external stakeholders
- Create and deliver high quality reporting and presentations that provides simplified views together with meaningful and relevant insight
- Evaluate and deploy speech analytics solution to establish additional insight extraction and deliver increased value.(not an alternative to QA’s but to supplement data capture and ease of contact selection characteristics for QA review)
QUALIFICATIONS & EXPERIENCE
- Ideally educated to degree level, however not essential where planned and progressive career advancement is evidenced in CV
- At least 7 years progressive Quality Assurance Management Experience gained in omni channel contact centre environments (ideally BPO)
- Min of 3 years experience of leading teams through others i.e. Team Leaders reporting into candidate
- Strong knowledge of statistically based quality assurance approach
- Strong stakeholder management experience
- Very well developed Analysis and Reporting skills
- Credible presenter of information (written and live presentation)
- Experience of both regulated and non-regulated operations desirable
COMPETENCIES
- Excellent verbal and written communication skills
- Leadership (well developed)
- Influencing skills
- Problem Solving skills
- Time Management skills
- Planning skills
- Able to prioritise work and resources effectively and work well under pressure
- Coaching skills
- Data Analysis and Reporting skills
- Strong attention to detail
- Statistical analysis knowledge and experience a benefit
