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We have a fantastic opportunity for you to show off you proven quality experience with a can-do attitude and proactive approach to all tasks and challenges as a Quality Team Leader working on an exciting campaign in Durban.
In this role, you will co-create and deploy an effective strategy that will deliver an industry-leading customer experience results including Net Promoter System and call handling frameworks. If you are able to lead, motivate and develop a team through sharing knowledge to reach targets, this opportunity will be a great step to gain experience and further prove your capabilities.

If you’re ready to take on an opportunity to boost your career then apply today.
What you’ll be doing

• Managing the implementation of quality frameworks and structures for all customer contacts across multiple locations and work streams
• Leading, developing and managing a team of Quality Consultants in line with local campaign and partner requirements
• Demonstrating an awareness of campaign specific products and services
• Working effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working
• Managing reporting trends and opportunities for performance improvement and engaging appropriate stakeholders in results
• Maximising results through building and maintaining effective working relationships
• Managing the day-to-day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed timeframes
• Applying Service Excellence knowledge and influence across the business unit
• Including risk analysis as part of regular tasks accounting for contractual and legislative requirements
• Working effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working

Your qualifications and experience

• Minimum 12 months’ experience in a quality role
• Effective management and leadership of people experience
• An understanding of client and outsourcing relationships including partner and company strategy
• Experience with applied coaching methodology for both deductive and inductive purposes
• Clear disciplinary record and a proven performance record of accomplishment working on campaigns
• In-depth knowledge of customer experience methodology, strategic planning and implementation of call handling and quality frameworks
• Excellent communication, presentation, listening, analytical, numeracy, problem-solving, time management, report writing, organisational, advanced PC literacy and typing skills (Essential)

After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity to advance your career with our collaborative team of game-changers.