Job description
Overall Purpose.
To lead a team of Quality Analysts, monitor and manage individual performance, while motivating the team to ensure that the M-KOPA service quality objectives are met.
Key Requirements;
- Manage the overall teams’ daily activities to ensure CC operations is fully supported
- To build, direct and drive implementation of the Quality Assurance operational plan
- Provide support to the team on escalated quality challenges to ensure complete resolution
- Manage the team’s performance by offering guidance, coaching and coordinating performance discussions
- Draft and shape the Quality Assurance processes and drive compliance among the stake holders
- Analyse and report on customer, product and the overall operational challenges
- Benchmark to ensure continuous improvement and application of industry recognised best practices
- Responsible for ensuring that all system changes and/or improvements are in line with M-KOPAs Consumer Protection and Data Privacy policies.
- Liaise with HR business partner on any people related topics, including disciplinary issues
- Collaborate with Training to define training requirements needed to support quality
Incumbent Requirements.
Education and Required Skills.
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- 2 years and above experience in Leadership, QA role or their equivalent
- Bachelors Degree in a related field.
- Leadership and interpersonal skills
- Excellent communication, influencing skills and negotiation skills to get management buy-in on ideas and concepts
- Ability to design evaluation and auditing methodologies
- Process design, development and implementation.
- Performance management, coaching and mentoring skills
- Proactive, quick thinker and assertive
- Good decision making and problem-solving skills
- Analytical skills
- Highly flexible
- Ability to prioritise and work under pressure to deliver on agreed timelines
- Conflict management
- Proficiency with data management (MS Excel) and MS PowerPoint
- BPO and Retail QA audit background is an added advantage