Quality Assurance Manager Opportunity

Our client, a BPO customer service centre with over 1,500 employees worldwide, is offering an exciting opportunity for a quality assurance manager to join their young and dynamic team in the Northern Suburbs of Cape Town.

Key performance areas:
• Building and implementing a quality assurance strategy for multiple contact centres
• Development of the quality assurance team members to ensure further growth and success
• Ensuring that all quality assurers are constantly up-skilled and stay abreast of any process changes across multiple products and brands
• Measuring quality assurers productivity and effort over multiple systems, platforms and mediums
• Identify trends and business opportunities via data analysis
• Develop and drive industry and company aligned standards throughout the organization
• Building strong relationships with key stakeholders in the business, yet still maintaining an objective role in terms of managing each accounts audits and information monitoring fairly

Qualifications and experiences:
• Matric and tertiary education advantageous
• Three to four experience in a contact centre performing operations and quality assurance related activities
• Previous experience in data analysis in order to identify trends and business opportunities
• Proven management experience

Competencies required:
• Fluent written and verbal communication skills in English with an additional foreign language advantageous
• Excellent computer skills (MS Office – Word, Excel and Outlook)
• Good typing skills
• Must be able to work in a team and multi-task
• Permanent residence or SA citizen

If you meet the above requirements and are interested in the position, please send your CV to marina@akarecruitmentint.com.

Posted on 14 Jul 15:45        APPLY NOW