Quality Manager

Job title:

Job Description:

Key Performance Areas

This role will include, but is not limited to:

• Review customer experience through multiple channels, including Voice & Webchat
• Identifying opportunities for colleagues to ensure they are consistently delivering a best-in-class customer experience
• Delivering 1:1 & Team coaching/feedback sessions, engaging colleagues to drive for success
• Participating and delivering calibration sessions with operational colleagues and support functions
• Deliver briefings and observations, to drive your team of Quality Coaches
• Observe quality coaches and provide feedback
• Create informative newsletters, highlighting clear opportunities of improvement
• Develop initiatives to drive customer satisfaction across direct customer feedback measures and internal quality frameworks

Leadership and supervision:

• Managing and providing leadership for the customer experience function within the client Contact Centre
• Driving customer experience requirements through Quality Leads, Analysts and Coaches
• Facilitate CCM & Client involvement in the delivery of quality through regular discussions and feedback
• Developing the existing Coaches, Analysts & Team Managers on quality coaching, people focus and feedback
• Assist Team Managers, Analysts & Coaches to deliver against the customer experience management requirement
• Keep all stakeholders updated and involved in progress and changes
• Manage the collaboration process across Team Managers, Coaches and Client to ensure consistency
• Regularly review the customer experience management system for effectiveness and engage parties on recommended changes/ updates
• Ensure qualitative KPI’s are meeting desired performance levels OR put effective and measurable plans in place to ensure improvement within defined timelines
• Reporting & analyses of quality results
• Ability to continuously identify areas of opportunity within the campaign of people and process levels and make recommendations leading to end user satisfaction as well as bring efficiencies
• Undertaking projects to improve performance of the campaign
• Undertaking thorough roots cause analysis of failing KPI’s and creating qualitative actions plan status
• Coordinating meeting with team members and other departments to chalk out action plans for campaign on a monthly basis
• Ability to create presentations and also present to internal and client teams
• Excellent knowledge of MS Excel and other MS Office tools, including presentation and word
• Good team and stakeholder management ability. Through successful delivery of the above actions, it will enable you to be in position where you may be required to:
• Compile data to report on performance of customer experience against a number of commercial measures
• Support the capture and analysis of data to support insight to Operational and client colleagues
• Develop Quality focus plans to drive performance
• Support operational team with performance management by inputting to reviews/coaching sessions

CAPITA VALUES

Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others: -

Customer First - Always , Fearless Innovation, Achieve Together, Everyone is Valued.

Professional Know-How:

Minimum Qualification:

• Matric (Completed)

Minimum Experience:

• 2 years’ experience as a Quality Manager / Lead - Essential
• BPO / Call center exposure – Essential
• Customer service experience - Essential
• Utilities and telco - Advantageous
• Experience managing multiple accounts - Advantageous
• Experience managing teams across Geo's -  Advantageous
• Ops Manager level with quality experience - Advantageous

Key Competencies

Skills and Abilities (what must I be able to do / display):

• Leadership and Coaching
• Creating and Innovation
• Coping with pressures and setbacks
• Achieving personal work goals and objectives
• Ability to use Initiative
• Ability to work autonomously

Key Relationships

Report Line:

• Senior Quality Manager

Management/Supervisory Responsibility:

• This position has supervisory responsibility.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Please note no late applications will be considered

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