• Maintain and improve Quality Assurance processes and compliance standards for all Contact Centre departments and functions
• Supervise, motivate and develop a team of Quality Assessors to drive quality, efficiency and enhance customer experience
• Plan and forecast Quality Assessor team workload to ensure auditing requirements are met in a timely manner for all business units
• Generate insights into teams for coaching, feedback, and assisting in meeting business goals and objectives
• Execute the communicated Quality Assurance strategy 
• Recommend ongoing training needs and coaching plans based on trends analysis
• Plan and implement campaigns and mystery shopping events as requested by the reporting manager
• Assure consistency in quality processes and adherence to processes and procedures
• Recognise and implement opportunities for improvement
• Implement/recommend customer satisfaction surveys and voice of the customer to measure and derive insights to drive customer experience across all touchpoints, products and processes.
• Assist with reporting, as requested by the reporting manager
• Explore opportunities for business improvement and drive the implementation thereof. Present measurable value to ideas and implementations completed

·       Matric

·       Diploma in Business Administration, Quality Management or a related field advantageous

·       Minimum 2 years of experience in a Supervisory role

·       Minimum 3 years of experience as a Quality Assurance Coach in a contact centre

·       Experience in multi-skilled, multi-site Customer Centres advantageous

·       Experience in data analytics, reporting, and performance monitoring.

·       Experience in using QA tools and methodologies

·       Understanding of QA frameworks, compliance, and best practices