Quality Manager

Summary

Do you read the content labels before purchasing products? Do you follow the washing instructions for each of your clothing items? You could be the person we need to join our Cape Town team as a Quality Manager where you’ll lead, develop and manage the quality process and framework alongside operations to deliver a consistent quality model. You'll need to drive improvement in quality performance via team coaching, insight outputs and working with the Operational Team to ensure delivery on KPIs. Working closely with operational leadership, you’ll also be required to take responsibility for ensuring that day-to-day quality expectations and requirements are executed on time and to a high standard. If you think you have what it takes, then step up to the challenge and apply today

Description

What you’ll be doing
 
Leading, developing and managing a Quality Team in line with campaign requirements
Managing the implementation and continuous improvement of necessary Quality Frameworks and structures for all customer contacts across work streams
Creating and deploying an effective strategy that will deliver industry leading customer experience
Driving and supporting delivery of Quality improvement plans
Managing reporting trends and opportunities for performance improvement as well as engaging appropriate stakeholder to share insights
Allocating appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areas
Mitigating business and customer risk exposure through identification and eradication of issues relating to people, processes and technology
Managing the day to day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed time frames
 
What you’ll need
Matric
Strong interpersonal skills, with the ability to engage with stakeholders at all levels across our business and clients
A minimum of 1-year experience as a Quality Manager, leading and inspiring a Quality Team with relevant people management experience across multiple work streams and locations
In-depth knowledge of customer experience methodology including Net Promoter System
Experience working with Quality frameworks and processes, operating within a regulatory environment such as OFCOM, FCA, ISO or EU regulations
Strong background of applied coaching methodology for both deductive and inductive purposes
Strong analytical skills and attention to detail
Advanced Excel skills including but not limited to conditional formatting, creating formulas, pivot tables etc.
Comfortable producing reports and presenting at management level
Ability to multi-task and work on your own initiative, as well as being able to make decisions where appropriate
Excellent planning, organisational, and time management skills
Experience as Team Leader or Operations Manager (Advantageous)
Please note that the appointment will be made in line with the company’s EE plan.