Job title : Quality Team Leader
Job Location : KwaZulu-Natal, Durban
Deadline : October 18, 2024
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What you’ll be doing
- Managing the implementation of quality frameworks and structures for all customer contacts across multiple locations and work streams
- Leading, developing and managing a team of Quality Consultants in line with local campaign and partner requirements
- Demonstrating an awareness of campaign specific products and services
- Working effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working
- Managing reporting trends and opportunities for performance improvement and engaging appropriate stakeholders in results
- Maximising results through building and maintaining effective working relationships
- Managing the day-to-day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed timeframes
- Applying Service Excellence knowledge and influence across the business unit
- Including risk analysis as part of regular tasks accounting for contractual and legislative requirements
- Working effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working
Your qualifications and experience
- Minimum 12 months’ experience in a quality role
- Effective management and leadership of people experience
- An understanding of client and outsourcing relationships including partner and company strategy
- Experience with applied coaching methodology for both deductive and inductive purposes
- Clear disciplinary record and a proven performance record of accomplishment working on campaigns
- In-depth knowledge of customer experience methodology, strategic planning and implementation of call handling and quality frameworks
- Excellent communication, presentation, listening, analytical, numeracy, problem-solving, time management, report writing, organisational, advanced PC literacy and typing skills (Essential)
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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