You will be working onsite leading members of the Quality Assurance Team. You will be working with internal stakeholders and clients, to ensure consistency in the measurement of call quality. You will be continually developing the coaching capability within your team to support advisors across the business. You will review current quality frameworks to ensure they are fir for purpose and liaise with the client to agree on scoring criteria. You will track and measure the impact of the coaching sessions and manage the calibration schedule for the team. You will be responsible for reviewing the KPIs for your team, and ensuring they are driving the right behaviours and outputs. You will manage the day-to-day workload of QA advisors and Quality Coaches, ensuring that they complete their workload and meet deadlines. You will Support the Quality Manager with compiling statistical
What Amazing People Will Bring to the Role
You have strong analytical skills, with expertise in analysis of performance metrics for call centre operations. You are able to establish and maintain effective working relationships at a management level and have a minimum of 3 years experience directly related to a quality or support role. You also have at least 1 years experience in a supervisory or management role, with proven experience of managing teams, ideally across multiple locations. You have an excellent knowledge of client processes, expectations and systems. You are passionate about developing others and are comfortable with developing and implementing strategies to improve performance.
Minimum Requirements
- You have 3+ years of directly related experience in a quality or support role
- 1+ years demonstrated experience in a supervisory or management role
- Must be in a current / existing Quality & Coaching role
- You have proven experience of managing teams, ideally across multiple locations
- You have strong working knowledge of the clients processes, expectations and systems
- You have demonstrated success in managing, leading and developing people
- Matric (Grade 12) or equivalent qualification
- BPO experience within an international BPO (essential)
- Experience within financial a services campaign / department
- Must be able to display a strong sense of resilience whilst under pressure
- Must have a good command for the English language (written and verbal)
- You have evidence of consistently achieving quantitative and qualitative performance measures
- You have demonstrated knowledge of quality assessment processes
- You have an understanding of quality assessment principles and processes
- You have an understanding of contact centre staff statistical performance reporting
We dont see the value in making candidates jump through hoops. Once youve sent us your CV, if we think we have a suitable position for you, well contact you for a short telephone conversation. If you seem like a potential new member of the Sigma Family, you will then be invited to a 121 interview. And thats it, if successful youll be given a start date and contacted by our amazing onboarding team to get you ready for day 1.
If you like the sound of being part of the Sigma Family, then dont wait and get applying!
QUALITY AND COACHING TEAM MANAGER
We are currently looking for more amazing people to join the Sigma Family as a Quality and Coaching Team Manager. Before we tell you more about this opportunity, let us share why you should join us at Sigma.
A bit more about the Opportunity
- Your title Quality and Coaching Team Manager
- Your hours 9h00am-18h00pm
- Where you work Onsite
- Salary Competitive
At Sigma Connected (part of the Digicall Group), we are different and recognised in May 2023 by the Sunday Times as one of the best places to work. Our mission statement is to #ImproveEverythingAlways and at the heart of this is our People. This is why we are looking for amazing individuals to join us and play their part in helping our clients to run their businesses more effectively and efficiently across several industries.
