Quality Team Lead/Assistant Manager - International BPO, Cape Town

• Responsible for ensuring smooth functioning of Quality Compliance, driving compliance and process improvement initiatives in the allocated business processes
• Ensure timely incubation of QCAs in allocated processes and ensuring that QC deliverables (monitoring, feedback, production, reporting) targets are met
• Manages/Leads innovation/PE projects
• Assist in set up of Quality Compliance function for business processes in coordination with Operations and/or Migrations Team
• Timely and accurate reporting of the internal rating on the SLA parameters; timely and accurate reporting of quality performance
• Conduct regular Gage R & R / calibrations sessions internally and/or with clients
• Perform ongoing reviews to ensure compliance to QSD and facilitate in changes in QC procedures
• Drive compliance in business processes to internal standards and third-party certification standards by providing support to Operations in closure of audit findings
• Train / mentor QCAs on quality tools and concepts
• Support Six Sigma Projects
• Support baseline activity
• Responsible for making and presenting MBR slides from Quality Excellence perspective

Competencies Required

• Fosters a spirit of collaboration and team work
• Content Development
• Networking & Influencing
• Basic Statistical Analytics
• Operational planning and Process management
• Knowledge
• Has a bias for action. Superior Implementation
• Resolves Conflicts Constructively
• Feedback
• Communication
• Conformance with Policies/Compliances
• Process Mapping and Documentation
• Ability to Work Independently
• Monitoring and reviewing
• Problem Solving

Preferred Skillset

• Exceptional listening and analytical skills
• Excellent oral, written and interpersonal communication skills
• Intermediate level of knowledge in MS-Office
• Work accurately and with an eye for details

Requirements

• 2 years Leadership experience
• 4+ years of experience as a Quality Analyst
• Preferably BPO experience
• A Bachelor's/College Degree any field is an advantage