Another one!! We are growing again, are you ready ?

We are looking for our next Quality Lead to support the QA department by using operational expertise to improve and maintain an excellent level of quality and promoting success through proven leadership, analytical thinking, effective reporting & communication skills.

The QA Lead is responsible for working with large sets of data in order to identify opportunities as well as provide solid recommendations for improvement. In addition, you will be responsible for Quality Assurance governance and identifying and potential risk to the business.

• Develop and implement quality assurance policies, procedures, and processes to ensure consistent service delivery and meet client expectations.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of quality programs and initiatives.
• Lead and manage a team of quality assurance analysts, providing guidance, coaching, and training to enhance their skills and performance.
• Conduct regular quality assessments and audits of customer interactions, processes, and systems to identify areas for improvement.
• Analyse quality data and performance metrics to identify trends, root causes, and opportunities for process optimization.
• Collaborate with cross-functional teams, including operations, training, and client services, to address quality issues and implement corrective actions.
• Drive a culture of continuous improvement by promoting best practices, implementing quality improvement projects, and fostering innovation.
• Stay updated on industry trends, regulatory requirements, and best practices in quality assurance and customer experience management.
• Prepare and present quality reports and recommendations to senior management and clients, highlighting performance trends, achievements, and areas for improvement.

In return you will work for a dynamic business, that values its people, and puts them and our customers at the heart of everything we do. Want to help shape our rewards and recognition? Join our engagement team! Want to take an early finish, on us, on your birthday? Get out and enjoy yourself! Your voice will truly be heard, as we commit to build a true, people first business.

Are we a match? We know what’s important to us, we’re looking for great people to join our team and create the right culture to be the best. You could be just what we’re looking for. If these sound like you, apply now!

Job Types: Full-time, Permanent

Salary: R15 000,00 – R19 000,00 per month

Experience:

BPO Customer Service: 3 years (Required)

BPO Quality Assurance: 2 years (Required)

Job Types: Full-time, Permanent

Experience:

• BPO Customer Service: 3 years (Required)
• BPO Quality Assurance: 2 years (Required)