Contact Centre - QA & Business Process Manager

Job Description

• Review and coordinate the development of the organisational strategy, framework, policies and procedures, in relation to quality assurance.
• Recommend and implement quality programmes, where applicable, in accordance with relevant accreditation standards and in compliance with relevant policies and regulations.
• Develop and update metrics for quality assurance activities; establishing objective measurement mechanisms and analysing performance data on the metrics against industry benchmarks to report performance and support continuous improvement.
• Review, monitor and report on the client acquisition process covering the entire cycle from initial expression of interest to commencement of business.
• Monitor the performance of the client affairs helpdesk through live monitoring and use of call recording systems and applications - including assessing call centre agents where necessary.
• Obtain and analyse customer feedback using accepted QA methods (Root Cause Analysis).

The Successful Applicant

• 8+ years of quality assurance experience with an international client focused organisation.
• Strong understanding of quality management systems, tools and processes in a BPO environment.
• Demonstrable stakeholder management experience, with the ability to liaise with senior stakeholders and handle highly confidential information in a professional manner.
• Bachelor's degree in business administration, or other another related business discipline.
• Commercially minded individual with systems thinking capabilities.