Head of Quality (Offshore BPO)

• Matric / Grade 12.
• Degree or equivalent.
• Proficient in Microsoft Knowledge.

• 5 - 7 years of work experience in Quality Assurance Management.
• Experience in a Contact Centre, essentially Offshore BPO.
• 3-5 years Managerial experience.
• Preparing Reports for internal and external stakeholders.
• Managing internal and external stakeholders.
• Collections experience is advantageous.

• Strong planning and analytical focus to ensure team resources continually meet client contractual requirements (qualitative and quantitative) and are optimized.
• Providing strong leadership to the team to support growth objectives including active recruitment and upskilling to fill and optimize role performance.
• Coaching and mentoring the team to continually improve and optimize performance delivery whilst also developing them to provide a broader contribution to the continuous improvement agenda.
• Own the effectiveness of own functions outputs ensuring the quality and focus fully meets the needs of internal and external stakeholders.
• Further improving the production systems to ensure they are continuously meeting the needs of the function and business and are constantly updated to fully meet the changing needs of key stakeholders and team members.
• Creating and maintaining a high-performance culture where all team members feel included and valued for their contribution.
• Frequent value engagement with client using high quality verbal and email communication in addition to keeping operational stakeholders up to speed on initiatives supporting them.
• Own the effective deployment of calibration events across the BPO - Offshore and ensuring that improvement opportunities identified are reported, progressed, and delivered.
• Analyse material performance data, creating reporting and commentary to share with internal and external stakeholders.
• Create and deliver high quality reporting and presentations that provides simplified views together with meaningful and relevant insights.
• Evaluate and deploy analytics solution to establish additional insight extraction and deliver increased value.

• Excellent verbal and written communication skills.
• Stakeholder engagement (internal and external).
• Microsoft office.
• Knowledge and understanding of:
• Collections environment.
• Offshore BPO.
• Quality Assurance.
• Designing scripts.
• Performance Management Systems.
• Compliance and regulations of international countries.
• Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translate them into operational requirements.

• Analytical.
• Business Acumen [ability to make sound decisions].
• Strategic Thinker.
• Leadership in line with the Company's leadership charter and values.
• Self-Starter.
• Influencer.
• Problem solver.
• Emotional intelligence.
• Interpersonal skills.
• Demonstrate high ethical values.
• Comfortable dealing with ambiguity.
• Presenting and communicating information effectively.
• Working well with people.

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