Ithemba Recruitment: Quality Assurance Manager

  • Full Time
  • Umhlanga, Kwa-Zulu Natal, South Africa

Ithemba Recruitment


An Umhlanga based telecommunications company is looking for a Quality Assurance Manager to join their team.

Duties & Responsibilities

  • Manage day to day running of the QA teams and improving quality assurance processes.
  • Ensure high levels of customer satisfaction by identifying service areas requiring improvement.
  • Implement regular dip checks with QA consultants to ensure alignment with Client expectations.
  • Set and manage productivity Targets / KPI’s.
  • Ensure that daily coaching and weekly team best practice sessions are in place.
  • Support all QA’s by offering guidance and leadership.
  • Create a culture of quality and service excellence.
  • Manage QA allocation and ratio per campaign requirements.
  • Maintain and manage attrition, attendance, discipline and leave of the QA team.
  • Report on operations quality benchmarks / actuals, compliance and complaints stats.
  • Develop action plans with each Campaign Manager to increase quality scores across all campaigns.
  • Identify trends, opportunity areas or risks across the respective campaigns.
  • Identify possible situations/issues that may impact on the efficiencies of the department, the business or client relationships.
  • Help establish priorities for change.
  • Implement changes by evaluating the nature and magnitude of the change required and how to achieve the required changes through the development of the organizations people, processes, tools, technologies and / or infrastructure.
  • Actively provide solutions for problems that may arise.
  • Develop, implement and maintain an efficient QMS system.
  • Identify and evaluate risks using data analysis and management reporting tools.
  • Champion, support or lead quality improvement initiatives.
  • Monitor and advise how the quality management system is performing, including analysis of data, and publication of statistics regarding company performance against set measures.
  • Ensure requirements for governance and compliance are effectively met.

Desired Experience & Qualification

  • Matric
  • Minimum 2 year’s QA experience within an International call centre environment.
  • Minimum of 3-5 years Quality Manager experience within an International Call Centre.
  • Good understanding, knowledge and experience of QA processes and tools.
  • Completed coaching short course Six-Sigma or equivalent.
  • Excellent people management ability as well as attention to detail skills.
  • BYC Aqua software training and experience is preferable.


Package & Remuneration

Market Related

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