Job Title

Quality Assurance and Insights Manager

Kwazulu Natal
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Market Related
Sector: Call Centre
Posted: 25 January 2024

Job Details

The purpose of the role is to lead the Quality and Insights function for a leading Business Process Outsourcer delivering services for a diverse range of international and domestic clients and will comprise the following accountabilities.

  • Helping shape the function’s strategy the role holder will seek out and implement opportunities to create and deliver an enhanced value proposition for internal and external stakeholders with actionable insight and continuous improvement at its core
  • Maintaining and further strengthening the function’s people capability through effective recruitment and development of Analysts and Team Leaders supporting future growth
  • Targeting increased internal effectiveness and reach of the function through the use of technology and process enhancements to create and sustain a cost-effective, best-in-class capability
  • Working closely with stakeholders to ensure their own team’s performance fully meets needs and adapting services provided to ensure the production model remains best in class
  • Create the function’s prioritised production plans, ensuring that these are consistently delivered in line with requirements, proactively reprioritising resources as necessary
  • Drive the functions operating rhythm to ensure that all team members receive consistent positive challenge, development, and support to maximise their short and longer-term potential 
  • Create and implement effective frameworks and plans to support skills development and career pathing of own team members, linking competence and outputs to reward
  • Provide high-quality analysis and reporting to demonstrably measure the effectiveness of the team
  • Be a key independent partner to Operations, providing all stakeholders with trended performance insight and improvement actions to support the collective success of the business
  • Support Client engagement in WBR, MBR, and QBRs as required demonstrating strong verbal and written communication skills
  • Create and further improve Quality Assurance scorecards to keep them relevant and to maximize insight provided
  • Conduct Client facing and internal Calibration events to maintain rigor on the accuracy of measurement

Competencies required:

  • Excellent verbal and written communication skills
  • Planning and Prioritisation skills
  • Time Management
  • Influencing skills
  • Coaching skills
  • Data analysis and reporting skills
  • Strong attention to detail
  • Statistical analysis experience is highly desirable

Candidates must have:

  • Minimum of 3 years of Quality Assurance and Insight experience with Team Leaders as direct reports
  • Led teams of 30 people
  • A flexible approach to working 
  • Stakeholder management experience
  • Continuous improvement experience