Quality Assurance Manager, Mount Edgecombe, North Suburbs. Company Name: Bespoke International Group. Bespoke International Group based in Mount Edgecombe is currently looking for a Quality Manager.

Support and empower the business’ Operations to achieve the required customer experience and quality outcomes. Responsible for the operational management of the Quality Assurance Team. Implement best practices and align with company processes accordingly. Understand and support the business operations, in ensuring that the quality of work delivered, and all client interactions meet our customer experience purpose and quality standards by providing relevant, regular, and accurate reporting data.

Responsible for managing transactional quality monitoring, including analysis, calibration, reporting and root cause analysis of our customer interactions and performance metrics to ensure that both our business processes and employees are meeting our Customer Experience standards.

Raise flags when actions from improvement recommendations are not effective. Accountable for all QA internal communications.

The minimum requirements are: 3 years QA Management experience within the International Call Centre environment preferably in the Gas and Energy environment. Experience in managing transactional quality monitoring, including analysis, calibration, reporting and root cause analysis of our customer interactions and performance metrics to ensure that both our business processes and employees are meeting our Customer Experience standards. Relevant experience in implementing process improvements.

Leadership: Effectively align to the framework of the Leadership Attributes at the company, as documented. Consistently exhibit the desired outcomes of Excellence, Relationships, Responsiveness, Accountability and Teamwork. Responsible for the effective management of employees in the Quality Assurance team. Ensure that the QA team delivers optimally aligned to agreed standards and deliverables. Understand the skills and competencies of the team, and assisting to close the relevant gaps through coaching, mentoring, and identifying training needs. Drive service delivery culture within the department.

Training: Collaborate with business to ensure that all employees are trained in respect of our quality approach at the company. Liaise with L&D to ensure that regular and relevant training interventions are implemented to meet any identified training needs relating to quality and customer experience. Should you meet the requirements for this position, email your CV

Email to: Recruitment@bespokeinternationalgroup.com