Quality Lead

Ensure quality and accuracy procedures are performed, maintained.

Job title:

Quality Lead

Job Description:

Quality Assurance Lead

Coordinates and administers quality control program within a defined department of the organization

Key Performance Areas:

• Manages overall quality processes and assumes accountability for the Business Unit’s quality management practices
• Ensures that the standards of the Company’s Quality Management Framework are applied and managed effectively within the Business Unit
• Establishes and implements programs for quality improvement, and successful measurement criteria.
• Identifies and escalates risks and quality issues in order to resolve them as efficiently as possible.
• Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements
• Meets with the Operational Management team regularly in order to provide feedback on quality performance, trends and focus areas.
• Conducts weekly calibration sessions to ensure the validity and reliability of results
• Conducts monthly audits to ensure validity and reliability of results
• Ensures disputes and complaints are effectively managed and tracked
• Reports the highlighted system/process gaps to Business Improvement
• Receives progress reports from Business Improvement as to the status of the system/process improvements
• Develops and delivers reports to meet the Business Unit’s and Client’s requirements
• Identifies, establishes and conducts reporting and analysis on Business Unit interventions, using methodology in line with the Company’s best practice and contractual requirements
• Coaches and provides ongoing support of direct reports
• Manages direct reports’ performance
• Documents direct reports’ Personal Development Plans
• Provides regular feedback on performance
• Develops performance promises for all direct reports and conducts midyear and annual reviews
• Ensures that all Human Resources policies and procedures are observed
• Handle all customer financial details such as billing information, credit card details and banking account information with relevant integrity and confidentiality.

Minimum Qualification:

• Minimum Qualification: Matric (Completed)

Minimum Requirements:

• Minimum 9 months experience within a Quality Lead role.

Key Competencies:

Knowledge (what must I know):

• PC user knowledge
• Quality assurance processes
• Excel knowledge will be advantageous

Skills and Abilities (what must I be able to do / display):

• Client and Customer Focus
• Mentoring and Coaching
• Ability to work under pressure
• Planning and Organising
• Flexibility and Adapting to Change
• Trustworthy and Honest – having access to customer finance information
• Skill in verbal and written communication to analyse, interpret and address customer needs.

Management/Supervisory Responsibility:

This position does have a supervisory responsibility.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

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No late applications will be considered

Closing date: Midnight 9 September 2024

Location:

South Africa - Cape Town – Atrium

,

South Africa

Time Type:

Full time

Contract Type:

Permanent