Job Description
Title/Position: Quality Manager
Location: Nairobi
Department or Business Unit: Service Delivery
Employment Type: Full Time
Min. Experience: Quality Analyst
Responsibilities
Create quality strategies for the assigned projects, monitor and evaluate effectiveness, and address any identified gaps/institute corrective actions.
Oversee and manage enforcement of QA policies and procedures
Involved in recruiting, selecting, orienting, training, assigning, coaching and communicating job expectations; also involved in direct reportees appraisals and day to day management of any upcoming assigned team issues where appropriate.
Constantly monitor projects quality performance and address any identified gaps
Supervision, coaching, mentoring, motivation and coordination of a team of Quality Supervisors to ensure quality performance metrics are met
Develop internal control systems to determine if the Projects’ Quality Team/QA processes/QA systems are producing useful, accurate and reliable data in accordance with QA policies and procedures and proactively assessing any potential risks.
Perform critical business analysis of issues identified by QA Supervisors, including identifying root cause(s) and identifying value-add opportunities for projects quality improvement
Assess new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
Analyze QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
Develop and maintain effective working relationships with clients and/or accounts projects managers.
Lead and support additional special projects and initiatives as necessary to achieve departmental objectives; includes the scoping, monitoring and evaluation of projects.
Managing client’s QA complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client
Lead collaborations between the quality supervisors to adopt best practices across the center
Manage departmental day to day operations as may be directed by the Head of Service Delivery.
Validate quality processes and update quality assurance policies and procedures.
Qualifications
Education: Degree in business or any other relevant field/ equivalent experience
Experience
Minimum of 3 years of contact center experience required
Minimum of 1 year of experience in Quality Assurance in a contact center/BPO
Minimum of 2 year of supervisory or lead experience to include managing managers, managing performance and reporting.
Knowledge/Skills/Abilities
Knowledge of MS Office Suite including advanced knowledge of Excel, PowerPoint and Word
Proficiency in analyzing data to derive meaningful information
Ability to manage and measure workloads and motivate others.
Ability to set priorities and stay focused
Ability to see big picture and think globally
Ability to audit and manage processes
Ability to develop, coach and mentor others
Personal Attributes
Effective verbal and written communication skills
Problem solving skills
Great attention to details
A warm personality, able to work with people from diverse backgrounds.

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