Call Centre QA Manager

About the Company

We are a powerhouse in the realm of marketing data generation and distribution, proudly standing as one of the leading companies in South Africa. With a robust 20 years of industry experience, we've expanded our influence across Africa and the United States of America boasting a remarkable achievement of over 20 million customers generated and a consistent flow of at least 600,000 leads every month. Our clients range from Financial Services, Banking, Debt Consolidation, Telecommunications and lending industries.

We diversified into the United States in 2023, active in the Lending (B2C and B2B) as well as Healthcare and Debt Settlement industries in the United States. The US business is part of the Group’s aggressive growth strategy using a lean asset-light business model. The US business is expected to become our largest market within the next 3 years.

Our heartbeat is connection, and it pulses through everything we do. Our distinctive distribution platform seamlessly links clients to customers, leveraging the brilliance of smart data and world-class technology. The result? Delivering the perfect product at precisely the right moment because timing is everything in our book.

Join us in shaping the future of data-driven connections!

Job Overview

The Quality Assurance (QA) Manager is responsible for overseeing the quality assurance processes within our local and USA branch and its various BPO partners, ensuring that products and services meet established and targeted quality standards.

This role involves developing and implementing quality assurance strategies, listening to calls and collaborating with various stakeholders internally and externally to enhance business quality and customer satisfaction.

Key Duties and Responsibilities

• Develop and implement a comprehensive QA strategy aligned with organisational and client needs.
• Establish quality metrics and benchmarks to measure performance
• Team Leadership and Development:
  • Lead, mentor and train the various QA teams externally to ensure high levels of performance and professional development
  • Conduct regular performance reviews and provide constructive feedback
• Quality Standards and Processes:
  • Define and maintain quality assurance standards and processes
  • Ensure compliance with USA industry regulations and internal policies
• Root Cause Analysis:
  • Investigate service failures to identify root causes
  • Develop corrective and preventive action plans to address identified issues
• Collaboration with Other Departments:
  • Work closely with product development, production and customer service teams to integrate quality into all aspects of operations
  • Facilitate communication between departments regarding quality issues and improvements

Mininum Requirements

• Must have at least 3 years solid QA experience
• Must have leadership skills, and team management experience with a focus on mentorship and development of teams.
• Proficiency in QA methodologies, tools, and processes.
• Familiarity with quality management systems (QMS)
• Excellent analytical and problem-solving skills
• Strong verbal and written communication skills, with the ability to present information clearly to diverse audiences
• Experience in BPO (Business Process Outsourcing)
• International experience (specifically USA is a bonus)
• Knowledge of statistical analysis tools and methodologies

 Other

• May require overtime during peak project phases or product launches

How to Apply?

Should you meet the minimum requirements share your CV to charne@skillzpage.com.  Use "Call Centre QA Manager" in the Subject line.

 (If you don’t’ hear back from us within 2 weeks, please consider your application unsuccessful.)