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  • Posted: May 8, 2024
    Deadline: Not specified
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    Webhelp South Africa, Customer Experience Innovators We believe that creating a better customer experience delivers improved revenues, reduced costs and more loyal customers. That's why our blue-chip clients trust us to deliver excellent experiences to their customers. Established in 2013, we have 2 experience centres in South Africa with ambitions to grow...
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    Quality Manager - US Hours ( Durban)

    What you’ll be doing in this role

    • Leading, developing and coaching a team of Quality Analysts/Team Leaders
    • Managing team performance in line with objectives and metrics
    • Delivering/overseeing QA induction training and accreditation, check the checker activity on QA and QA coaching
    • Leading/overseeing account Quality calibration
    • Ensuring day-to-day Quality expectations and requirements are met and delivered on time
    • Collating informative Quality performance reporting including root cause analysis and opportunities for improvement

    Experience and qualifications

    • Minimum 2 years’ leadership experience with at least 12 months’ experience within contact centre Quality role/environment
    • Experience of working with & embedding quality frameworks and standards
    • Able to collate informative Quality performance reporting including root cause analysis
    • Experience of working with and influencing stakeholders at a senior level
    • Ability to effectively manage multiple tasks, work at pace and flex approach when required - both virtual and on site
    • Experience of working with customer metrics such as NPS and Csat
    • Self-motivated and able to work both independently and as part of a team – both virtual & on site

    Method of Application

    Interested and qualified? Go to Webhelp SA on jobs.concentrix.com to apply

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