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Quality Manager (BPO/Call Center)

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

South Africa

Offer summary

Qualifications:

Matric (Completed), Certification in quality management (e.g., Six Sigma) preferred, 2+ years experience in quality management.

Key responsabilities:

Develop and implement QA policies/procedures
Lead quality analysts team
Design quality monitoring programs
Analyze data/trends for improvement
Ensure compliance and prepare reports

Black Pen Recruitment Human Resources, Staffing & Recruiting TPE https://blackpenrecruitment.com/

2 - 10 Employees

See more Black Pen Recruitment offers

Job description

Your missions

Our clients team has a vast in-depth knowledge gained from years of real world delivery in large private and public companies, including many household brands. Their expertise spans across process improvement, lean management techniques, operations technology delivery and enhancing customer experience. Our client's purpose is to support the growth of UK businesses and increase operational efficiencies, through the deployment of flexible, rapid and low cost solutions that deliver real business outcome

Role Overview

The Quality Manager will be responsible for leading the quality assurance efforts to ensure that our products and services meet or exceed customer requirements and industry standards. The successful candidate will oversee quality control processes, implement quality management systems, and drive continuous improvement initiatives to enhance overall product quality and customer satisfaction.

Job Type: Full-time/Permanent

Location: Cape Town

Workplace: Onsite

Requirements

Matric (Completed)
Certification in quality management (e.g., Six Sigma) is desirable.
Minimum of 2 years proven experience in a quality management role or equivalent.
Minimum of 2 years’ experience within an international contact center environment.
Strong understanding of quality assurance principles and methodologies.
Proficiency in quality management tools and software.
Experience with quality management systems.
Strong analytical skills and attention to detail.
Ability to effectively manage multiple projects and priorities.
Excellent communication and presentation skills.
Results-driven with a focus on continuous improvement.

Responsibilities

Develop and implement quality assurance policies, procedures, and standards to ensure consistent service delivery and compliance with client requirements.
Lead a team of quality analysts, providing guidance, coaching, and training to enhance their skills and capabilities.
Design and execute quality monitoring programs to evaluate the performance of frontline agents and identify areas for improvement.
Conduct regular audits and reviews of operational processes, documentation, and systems to identify gaps, inefficiencies, and opportunities for improvement.
Analyze quality data, trends, and metrics to identify root causes of issues and develop action plans for corrective and preventive measures.
Collaborate with operations, training, and client services teams to implement corrective actions, process improvements, and training programs based on quality insights.
Ensure compliance with regulatory requirements, industry standards, and client-specific quality metrics through regular assessments and audits.
Prepare and present quality performance reports, dashboards, and presentations to senior management and clients, highlighting achievements, challenges, and improvement initiatives.
Drive a culture of quality excellence, continuous improvement, and customer-centricity across the organization through effective communication, training, and recognition programs.
Stay updated on industry trends, best practices, and emerging technologies in quality management and BPO services to drive innovation and competitive advantage.

Benefits