Quality Assurance Manager

GENERAL PURPOSE

Manage and assume full responsibility for the management of the total quality management system. To supervise the performance of a multi skilled quality assurance and customer care team, and to take care of the many aspects relating to quality assurance, quality control, customer care, measuring and reporting on our customer satisfaction levels.

RESPOSIBILITIES

• Provide direction and leadership to a team of quality assurance and customer care analyst, guide and coach staff in the completion of their day-to-day responsibilities and ensure that established policies and procedure are followed.
• Set Quality Assurance compliance objectives and ensure that targets are achieved or exceeded
• Develop and maintain all subordinate personnel by applying the necessary training and leadership that will allow internal growth and advancement.
• Review daily workflow for staff performance levels.
• Conduct routine department meetings to ensure the staff is kept appraised of department and company issues.
• Communicate effectively in both written and verbal formats with individuals or groups and create presentations utilizing a variety of audio/visual aids.
• Exercise strong leadership, problem solving, and negotiation skills and positive influence of others.
• Exercise discretion and independent judgment in making decisions and interact positively and professionally with all levels of management, staff, members/clients and vendors.
• Manage multiple projects in a fast paced environment, meet deadlines and consistently demonstrate strong reasoning and analytical skills.
• Develop new and revise current evaluation templates that are used to document employee and process performance.
• Participate in the definition of current processes by an in-depth analysis of data and make any needed recommendations for improvement.
• Participate in the research, design, development and implementation of standards, practices and procedures as requested.
• Create thoroughly researched, well thought out and easily understandable documents which identify current situations, problems and recommended solutions.
• Detect and investigate general areas of vulnerability and inefficiency.
• Recommend procedures, controls and tools to reduce risk and increase productivity.
• Delivery and timeous distribution of reports on quality of service and measurements of performance and customer satisfaction, for the various business units.
• Ensure through the coordination, with the knowledge management division that all staff receives initial and on-going training to ensure their ability to perform at optimal levels.
• Work with Knowledge Management to provide timely feedback regarding new and existing employees and document any process flow gaps.
• Manage departmental costs.
• Institute techniques to promote teamwork among departmental employees as well as encourage inter-department teamwork.
• Forecasts and distribute team workload to insure evaluation requirements are met in a timely manner for all business units.
• Develop, implement and evaluate outcome-based Quality evaluation tools and systems; customer satisfaction measuring tools and systems to assess the contact centre, walk-in centre and other business units within the department of water and sanitation  that are consistent with high performance standards.
• When quality results are below goal, utilize a variety of improvement tools and methodologies to assess the gap. Partner with Knowledge management, operations line management and various business partners, to identify the root cause of low performance and implement solutions that close the gap.
• Generate statistical performance reports and trend analysis reports.
• Maintain working knowledge of business processes and changes. Update quality monitoring guidelines and quality forms and customer satisfaction outputs as business changes necessitate.
• Primary champion and executor of quality and service excellence in addition to business process improvements that enhance the customer experience
• Drive changes to increase customer satisfaction, efficiency, and increase agent success rates
• Received, drive resolution and report on customer complaints
• Measure and report on our customer satisfaction levels.
• Understand business goals, identify performance gaps, and recommend solutions
• Keeping abreast of industry changes and standards
• Operate a flexible approach to change, positively consult and communicate with the team and the wider operational functions to effectively implement and embed agreed change
• Stakeholder management

EDUCATION

• Grade 12
• NQF 5/6- business studies or equivalent
• Six sigma yellow belt

EXPERIENCE & SKILLS

• Strong communication skills to facilitate interaction between Quality Assurance and its clients (written and verbal)
• Analytical thinker
• Aptitude for Statistics
• Must be able to analyze and disseminate information in a meaningful and understandable method
• Interpersonal skills
• Fact-finding ability
• Positive and patient
• Knowledge and experience with problem solving skills
• Time management
• Customer centric
• Contact centre acumen – proven experience managing contact centre QA / Contact Centre operations
• Design and implement processes and systems that drive performance in sales and service.
• Proven experience in driving results through others
• Proven experience of coaching high performing teams
• Experience documenting, auditing and improving business processes and procedures, preferably in a call centre or customer service environment
• Experience in setting quality goals, determining metrics for measuring quality, analyzing and creating recommendations for improvement based on the data
• Working knowledge of quality monitoring and developing quality assurance initiatives
• Understanding of best practices relevant to creating a positive and customer centric work environment within a contact centre
• Possess a working knowledge of project management methodologies and ability to manage multiple projects at the same time
• Leadership, negotiation and team building skills
• Ability to maintain effective working relationships with senior management, business operations, business partners, staff and external resources
• Ability to multi-task several work deliveries; set priorities and meet deadlines with little supervision; desire to take ownership of assigned work and take initiative.
• Visionary with long term focus – able to see the end result
• Must be computer literate with Windows, Word, Excel, PowerPoint, spreadsheets, flowcharting applications, project management software and simulation software
• Ability to create an open environment supportive of free sharing of information and ideas that is also conducive to contribution, growth and achievement
• Teamwork: Collaborates with others in own unit and across boundaries

 Desirable

• Knowledge of The Contact Centre Technologies and Strategies
• Project Management
• Experience in Grow coaching methodology
• Experience in quality assurance, call monitoring, service excellence, customer service, quality coaching or mentoring preferred
• Experience in Total Quality Management
• Working experience in business analysis, process analysis, or similar position

Closing Date: 17 June 2022

Important: Correspondence will only be entered into with short listed applicants. Should you not hear from us within four weeks, please consider your application unsuccessful.