Job Title: Manager 1, Quality Job Description You could be the person we need to join our Durban 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 **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, organizational, and time management skills Please note that the appointment will be made in line with the company’s EE plan. Location: ZAF Durban - 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge Language Requirements: Time Type: Part time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**