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Job Description

Our client is the go-to outsourcing partner offering Call Centre Agent Services, Back Office Functions, Airline Revenue Accounting and GSA Services. 🌟

Reporting to the Head of Operations, the Quality Assurance Manager will work closely with the latter and all members of the Quality Assurance Unit so as to ensure that the Unit is an effective training provider to guarantee the service of excellence aimed for the company. The role has Quality Assurance provision aspects with close monitoring to ensure that our services meet both external and internal requirements.

So why work with us?

  • We are a dynamic and innovative company, and we seek candidates who have the same spirit
  • You will be joining a company that values its employees and invests in their career
  • You will work with a team of professionals who are available to help you navigate and grow.

Responsibilities:

  • Create, maintain, and sustain a Quality Assurance Unit aligned with the Company’s quality standards;
  • Oversee the implementation of quality and training standards and procedures and develop new policies as required;
  • Create innovative ways of quality monitoring;
  • Manage and guide a team and ensure that tasks are completed;
  • Engage in quality calibration sessions and communicate with operations and clients as required;
  • Attend ad-hoc Client meetings to understand the quality and training requirements, and report on results and improvements;
  • Understand projects’ training and quality assurance needs and implement procedures accordingly;
  • Report to the Management Team, the unit’s achievements and findings;
  • Ensure succession planning and team development by creating team KPIs and management of performance;
  • Work with the Head of Operations to integrate the Quality Assurance team with the Operations Team;
  • Implement continuous quality improvement programs to reduce mistakes and non-conformities;
  • Facilitate solutions by collecting and analyzing quality data;
  • Review current standards and policies;
  • Interact and engage with employees across different levels to understand what the Quality Assurance Unit is to focus on;
  • Keep records of quality reports, statistical reviews, and relevant documentation;
  • Any other task as assigned by management.

Requirements:

  • Experience in a quality assurance leadership role or relevant similar roles.
  • Thorough knowledge of methodologies of quality assurance and standards.
  • Excellent numerical skills and understanding of data analysis/statistical methods.
  • Good knowledge of MS Office and databases.
  • Outstanding communication skills.
  • Great attention to detail with a results-driven approach.
  • Excellent organizational and leadership abilities.

Why work here?

  • Training and development
  • Health insurance
  • Mobile schemes
  • Gym packages included
  • In-house canteen serving different healthy food
  • Monthly events
  • Free on-site parking
  • Staff discounts in over 50 businesses
  • Dress down Fridays

Apply now for an exciting opportunity to make a significant impact in the world of outsourcing! 🚀🌐