Quality Assurance Manager
As the Quality Assurance Manager, you will lead the Quality Assurance teams to ensure that excellent service is consistently delivered to Sigma and its clients. You will oversee the day-to-day running of the teams and support their Head of Department with longer-term projects and changes. You will directly report to the Head of Quality.
Location: Diep River, Cape Town
Sigma Family
💚At Sigma, we stand out and have now been acknowledged 3 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.
Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries
What being a part of the Sigma Family means for you!
📈 Career development and opportunities to apply for internal promotions following your probationary period.
🏆 Monthly, Quarterly and Annual awards with marvelous prizes.
💆♀️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.
🌳 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.
📁 Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.
🍕 Fuel Up & Connect - Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!
💅 💪 Pamper Yourself - Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!
💖 Your Health Matters - We have a nurse on-site to assist with any female health-related queries, support when you need it most.
🤓 Your Vision, Our Mission, All Done Where You Work - We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!
🚗 Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.
💻 Join communities and collaborate with your colleagues on our internal Social Media platform.
💙 The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.
What Your Day-to-Day Will Look Like:
💡You will manage the day-to-day workload of Quality Assurance Team Managers, ensuring that they complete the workload and meet service level agreements. You will ensure consistency of QA assessments and coaching by performing dip checks/observations and providing feedback to Quality team members. You will manage any disputes from operational teams and track common themes to address knowledge gaps within the QA team. You will support the Head of Quality by compiling statistical performance reports. You will Perform quality inspections, audits, and calibrations. You will ensure quality discrepancies are identified and recommendations for improvements are made.
You will build strong working relationships with key internal and external stakeholders across all locations, and you will continually assess the accuracy and relevance of the Quality Assurance team output and identify opportunities for improvement. You will support the Head of Quality to maintain detailed quality documentation and reports for distribution to Learning & Development, Team Leaders, Management, and clients. You will also support the Head of Quality in compiling work instructions and operating procedures consistent with clients’ and regulatory requirements. You will provide performance guidance and development as appropriate. You will maintain up-to-date knowledge of developments in quality management and the contact centre industry.
📚You must have at least 1-2 years of Quality Assurance Management experience in a call centre BPO industry. You have experience in managing teams ideally across multiple locations. You have a strong working knowledge of the client’s processes, expectations, and systems along with excellent written and verbal communication skills. You demonstrate knowledge of quality assessment processes.
You have a strong Data Analytics background supported by good administration and reporting skills. You have demonstrated success in managing, leading, and developing people, as well as evidence of consistently achieving quantitative and qualitative performance measures.
Minimum Requirements:
Simple and Straight Forward Recruitment.
📩 We don’t see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, we’ll proceed with further shortlisting & start your application process.
If you like the sound of being part of the Sigma Family, then don’t wait and get applying!
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