National Quality Assurance Manager (Call Centre)

The Quality Assurance Manager will monitor process implementation, manage QA teams in various campaigns within the business & reporting to the Head of the Training & Quality Assurance department. The Quality Assurance Manager will ensure that quality & compliance standards across the business are consistently met & engineer strategies followed by implementation, to continuously better the performance of the business according to the policies and procedures of the business. This individual will be responsible for client communication regarding all matters Quality Assurance as well as regular briefings with senior management on the progress of the Quality Assurance teams & work done across all campaigns. Duties & Responsibilities Ensure compliance with the company's quality systems & processesEvaluate daily feedback from all quality assurance & compliance teamsDevelop and maintain thorough knowledge & understanding of products, including performance and functional requirements of the contact centreEnsure campaign KPIs are met regarding quality standardsContinuously upskill quality assurance personnelProvide weekly quality assurance reports to the business & to clients as per SLA requirementsEnsure on-going optimisation across all campaigns within the businessTeam management Requirements Ability to work and complete projects without supervision, self-motivatedAbility to communicate with discretion and professionalism, understanding when confidentiality is neededAnalytical approach to problem solving & solution driven strategy developmentCritical attention to detailCapable of always working on multiple campaignsStrategy implementation with excellent organisational skillsQuality control astutenessStrong knowledge of customer care processes and techniquesDemonstrated ability to work well in a team environmentMust be a critical thinker Qualifications & Experience Data AnalysisAt least 3-5 years in Quality Assurance/Quality Control/Compliance at management level (BPO industry preferred)At least 3-5 years of Managing a QA TeamMS Excel proficiency advancedCustomer Centric Report building