Cape Town: QA Manager posted by CallForce

The Quality Assurance (QA) Manager is responsible for developing, managing, and implementing quality assurance strategies, policies, and processes to ensure consistent and exceptional service delivery. This role oversees the QA team, drives continuous improvement initiatives, and collaborates with operations to align quality standards with business objectives.

Key Responsibilities

1. Quality Strategy and Management

• Develop and implement a comprehensive QA framework to monitor and enhance service quality across campaigns.
• Establish quality metrics and standards tailored to client requirements and business goals.
• Align QA processes with industry best practices and regulatory standards.

2. Team Leadership

• Recruit, train, and manage QA analysts and supervisors, ensuring the team has the skills and resources to excel.
• Conduct regular coaching and calibration sessions to maintain consistency in evaluations.
• Foster a culture of accountability, teamwork, and continuous improvement within the QA department.

3. Monitoring and Reporting

• Oversee quality audits, call monitoring, and other performance evaluation processes to identify trends and improvement opportunities.
• Analyze quality data and provide actionable insights to operations and leadership.
• Prepare and present regular reports on quality performance, including root cause analysis and recommendations.

4. Collaboration and Stakeholder Engagement

• Work closely with operations, training, and client teams to align quality standards and address service gaps.
• Provide feedback to training teams to address knowledge and skill gaps identified through QA processes.
• Act as a point of contact for clients on quality-related matters, ensuring their expectations are met or exceeded.

5. Continuous Improvement

• Identify process inefficiencies and collaborate with teams to implement corrective actions.
• Introduce and leverage AI tools, speech analytics, and other technologies to enhance quality monitoring and reporting.
• Stay updated on industry trends and innovations to ensure QA processes remain competitive and effective.

Key Qualifications and Skills.

Experience

• 3+ years of quality assurance experience, with at least 2 years in a management role in the BPO industry.
• Proven track record of managing QA frameworks across multiple campaigns or verticals.

Skills

• Strong analytical skills with the ability to interpret and present data-driven insights.
• Exceptional communication and interpersonal skills for managing cross-functional teams and clients.
• Proficiency in QA tools, CRM systems, and reporting platforms.
• Leadership and conflict resolution skills to manage diverse teams and address performance issues effectively.