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Quality Assessor - Lead Assistant Manager / Team
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2 years ago2646 views
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General Details
Description
Job Description
- 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 -Timeously and accurate reporting of the internal rating on the SLA parameters; timeously 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
Competencies Required
- Fosters a spirit of collaboration and teamwork
- 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
Experience Required
Minimum of 2 years International BPO / Offshore Quality Assessing Management / Team Leader experience.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xMTkyNzY3MzI1P3NvdXJjZT1ndW10cmVl&jid=1123166&xid=1192767325
Id Subtitle 1047420102
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ABC Worldwide
Selling for 2+ years
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KEY JOB FUNCTIONS:• Assist Team Leader to maintain high levels of action, quality and precision, and a delivery focus.• Required to complete daily shift tasks• Ensure escalation is done promptly to the correct Support department with minimal downtime• Work with other departments to solve and close current problems where applicable• Communicate and assist team Leader on the status of outstanding internal/external issues andcommunicate these with all parties concerned.• 1st line troubleshooting and problem solving for internal and external clients as well as serviceproviders where applicable.• Ensure all necessary tickets/incidents are logged and assigned to relevant support department.• Ensure root cause and resolution analyses are included and updated in all Incidents being updated.• On the job training and knowledge sharing requirements are brought to Team Leader’s attention.• Ensure all Checklists are up-to-date and information is captured accordingly.• Fulfil ad-hoc requirements that may arise and are not specifically listed above.• Provides ongoing support to colleagues• Understand the real time framework• Communications: Written/verbal• Batch Processes File transmissions
CORE COMPETENCIES:• Personal drive to improve him/herself, the team, processes and ultimately client service• Good communication skills both internally and externally (to Clients)• Understanding of systems monitoring• Understand the EFT Switching environment• Understand the Batch processing environment• Understand the different file movement protocol (SFTP, XCOM, CD etc.)• Have an understanding how to identify alerts and the process behind them, fixing where possibleand alternatively escalating these alerts where required.
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Are you interested in joining our clients team of call centre agents, do you have a passion for customer service?
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Quality Assurance Team Leader
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Looking for a sales engineer !!!!
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