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

April 15, 2026 Jobs in eThekwini

Customer Experience People SA Ltd

KwaZulu-Natal

Customer service / support

Job Description

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

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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.

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Customer service / support Jobs in KwaZulu-Natal

In KwaZulu-Natal, the customer service and support industry is typically a growing sector, driven by the increasing need for effective communication and problem-solving skills in various sectors. As a result, this field offers a range of opportunities for individuals who are passionate about delivering exceptional service to clients and customers. Generally, career progression in this field can lead to more senior roles with greater responsibility and higher earning potential.

Typically, salaries for customer service and support professionals in KwaZulu-Natal fall within the broad range of R300 000 to R600 000 per annum, depending on factors such as experience, company size, industry sector, and specific job requirements. However, please note that these figures are general estimates and actual salaries can vary significantly.

Common skills required for customer service and support roles include excellent communication and interpersonal skills, problem-solving abilities, a strong work ethic, attention to detail, adaptability, and technical proficiency in tools such as CRM software or helpdesk platforms. Often, candidates with experience in sales, marketing, or human resources also possess valuable transferable skills that can be applied to these types of roles.

Many industries commonly employ customer service and support professionals, including financial services sector, technology industry, manufacturing sector, and e-commerce companies. The demand for skilled customer-facing staff is high across various sectors, making this a versatile field with opportunities for growth.

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Career development in customer service and support often involves progressing to more senior roles such as team leader or supervisor, where individuals can develop their leadership skills, mentor others, and contribute to the overall strategy of the organisation. Typically, employees in these roles have several years of experience under their belt, and may also have opportunities for career advancement into management positions or specialist roles within the company.

This information provides general career guidance. Actual salaries and requirements vary by employer.

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