eThekwini: Quality Manager (USA Hours) posted by Customer Experience People SA Ltd

About the Role

The Quality Manager (US Hours) role at Customer Experience People SA Ltd is a mid-level management position that involves overseeing quality checks of work completed by team members, managing a team of multi-skilled Quality Advisors, and ensuring client satisfaction across various industries.

Key Responsibilities

• Managing a team of multi-skilled Quality Advisors responsible for completing quality assessments across a range of clients
• Creating and supplying client and management reporting and insight
• Responsible for quality scores and risk management in line with Client and regulatory targets
• Presentation of results at weekly and monthly client business reviews
• Oversight of customer remediation exercises where required
• Direct client point of contact for all QA, compliance, complaints, and insight requests
• Checking of investigations of complaints, including the gathering of information, contacting customers and communicating decisions based on the information available
• Utilising a wide range of systems to check that the execution of a defined process has been correctly undertaken and escalate as appropriate to team leader
• Providing feedback to Senior Operations Managers on the outcome of checked cases and supporting with campaign performance improvement plans
• Working alongside the Training Manager to instil a quality centric culture from employee early life

Requirements

• Excellent verbal and written communication skills with the ability to report to a senior audience
• Strong presentations skills for a target audience of senior managers and direct client feedback
• Ability to influence senior managers and stakeholders within the remit of specific campaigns and requirements
• Excellent Microsoft word knowledge and skill, not limited to, Microsoft word, excel and powerpoint
• Ability to analyse data, highlighting trends and developing remediation plans where required
• Ability to manage a team of cross-skilled employees working across a variety of workstreams

Qualifications

No formal education or certifications are mentioned in the original job description.

Salary & Benefits

Salary information is not provided in the original job description.