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Head of Quality - International Call Centre
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General Details
Description
Basic Function:
The candidate will lead the Quality Excellence Insurance vertical, interfacing with colleagues across all levels; ensure implementation of quality management framework for each client areas and have quality control and assurance related improvements and performance. Manage a team of QCA and clients within the vertical.
Essential Functions:
- Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience.
· Analyze business processes and assist in identifying problems and mitigating plans for quality improvement.
· Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardization across all clients.
· Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience.
· Business development and solution in select areas; support in RFP, RFI responses from quality perspective. You will be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements.
· Facilitate the sharing of best practices from within and outside the organization and implement them
· Planning and managing budget and resource allocation for the assigned vertical
Primary Interactions: - Enabling functions
· Transitions
· Operations
· Clients
· Others as may be required
Organizational Relationships: - Reports To: Country Head
Supervises: Quality Assistant Managers, Quality Managers,
Sr. Quality Managers, AVP of Quality and SAVP of Quality
Education:
Graduate degree is a must degree in a quantitative discipline is preferable
MBA preferred but not essential
BB Trained from recognized institute
Work Experience:
- Minimum 7+ years of total work experience
· Must have 3+ years of direct team management experience with demonstrated success and financial results
· Must have 5+ years business/operations experience with at least 2-3 years of relevant experience in BPO
· Must have 3+ years quality experience - Six sigma & Lean tools and methodologies, Process improvements and project execution
If you are keen on this role,
Please share the following to this email: james@abcworldwide.com
- Updated CV
- Current salary
- Expected salary
- Notice period
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zMDEyNDMxMzc1P3NvdXJjZT1ndW10cmVl&jid=1506071&xid=3012431375
Id Subtitle 1190977325
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ABC Worldwide
Selling for 2+ years
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