Salary: R720 000 CTC Per annum
Location: Cape Town – Southern Suburbs

Key Performance Areas:
Transactional Quality Management
? Manages the quality function across all company sites in line with business and client requirements
? Makes Quality Improvement recommendations and working with operations to effectively implement such improvements
? Actions performance improvement plans and raises flags when actions are not working
? Implements transactional quality monitoring, including analysis, calibration, reporting and root cause analysis
? Drives organizational wide improvement initiatives by leading and aligning the cross functional team at business level to achieve the quality project objectives
? Leads initial calibration sessions with QAs and Clients
? Designs sampling plans, quality forms and definition documents
? Ensures Business Level reporting in line with quality requirements are timely, accurate and effective – Monthly / Weekly Reports including Summary Data and Root Cause Analysis
? Drives a Quality Culture amongst Operations
Customer Experience Management
? Manages Customer Experience Strategies across all company sites in line with business and client requirements
? Uses the Quality System as an early warning mechanism to impact process change, reduce costs and improve efficiency whilst increasing Customer Satisfaction Requirements:
? Matric (Essential)
? Degree/diploma/NQF equivalent (Desirable)
? Advanced proficiency in Microsoft Office applications, especially MS Word, PowerPoint and Excel (Essential)
? Advanced Numeracy proficiency (Essential)
? Advanced Presentation skills (Essential)
EXPERIENCE
? Minimum 5 years’ experience in managing quality and customer experience (Essential)
? Minimum 3 years’ experience working in a Contact Centre environment (Essential)
? Experience in the BPO industry (Desirable)
What to include:
? Detailed cv (Please include month and year employed)
? Reason for leaving last employ
? Current salary
? Required salary