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Cape Town: Head Of Quality – International Call Centre posted by ABC Worldwide

Date 2024-10-13
Job Title Head Of Quality – International Call Centre
Employer ABC Worldwide
More Information
Salary 0
Category Professions
Location Western Cape
/ Cape Town

Job Summary

Basic Function:

The candidate will lead the Quality Excellence Insurance vertical, interfacing with colleagues across all levels; ensure implementation of quality management framework for each client areas and have quality control and assurance related improvements and performance. Manage a team of QCA and clients within the vertical.

Essential Functions:

  • Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience.
    Analyze business processes and assist in identifying problems and mitigating plans for quality improvement.
    Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardization across all clients.
    Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience.
    Business development and solution in select areas; support in RFP, RFI responses from quality perspective. You will be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements.
    Facilitate the sharing of best practices from within and outside the organization and implement them
    Planning and managing budget and resource allocation for the assigned vertical

    Primary Interactions:

  • Enabling functions
    Transitions
    Operations
    Clients
    Others as may be required

    Organizational Relationships:

  • Reports To: Country Head
    Supervises: Quality Assistant Managers, Quality Managers,
    Sr. Quality Managers, AVP of Quality and SAVP of Quality

    Education:

Graduate degree is a must degree in a quantitative discipline is preferable
MBA preferred but not essential
BB Trained from recognized institute

Work Experience:

  • Minimum 7+ years of total work experience
    Must have 3+ years of direct team management experience with demonstrated success and financial results
    Must have 5+ years business/operations experience with at least 2-3 years of relevant experience in BPO
    Must have 3+ years quality experience – Six sigma & Lean tools and methodologies, Process improvements and project execution

If you are keen on this role,

Please share the following to this email: ABC Worldwide
Head Of Quality – International Call Centre position available in Western Cape, Cape Town. This job position was posted by ABC Worldwide. The job has been posted as a premium ad on 2024-10-13 at 13:26:55 in the Professions category

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