Location Diep River, Cape Town
Who are the Sigma Family?
At Sigma, we are different and recognized 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 and work on behalf of our clients to provide high-level customer service across several industries.
What Being a Part of the Sigma Family Means for You!
Career development and opportunities to apply for internal promotions following your probationary period
Monthly, Quarterly and Annual awards with marvellous prizes
Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected
Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint
Medical Insurance - Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you
Transportation Benefits - Accommodate making your travelling journey to work easier with the amazing shuttle services that we offer our employees
Join communities and collaborate with your colleagues on our internal Social Media platform
The opportunity to be a part of an equal, diverse and inclusive workplace - all amazing people are welcome in the Sigma Family.
What Your Day-to-Day Will Look Like
You will manage the day-to-day workload of Quality Assurance Team Managers, ensuring that they complete the workload and meet service level agreements. You will ensure consistency of QA assessments and coaching by performing dip checks/observations and providing feedback to Quality team members. You will manage any disputes from operational teams and track common themes to address knowledge gaps within the QA team. You will support the Head of Quality by compiling statistical performance reports. You will Perform quality inspections, audits, and calibrations. You will ensure quality discrepancies are identified and recommendations for improvements are made.
You will build strong working relationships with key internal and external stakeholders across all locations, and you will continually assess the accuracy and relevance of the Quality Assurance team output and identify opportunities for improvement. You will support the Head of Quality to maintain detailed quality documentation and reports for distribution to Learning & Development, Team Leaders, Management, and clients. You will also support the Head of Quality in compiling work instructions and operating procedures consistent with clients and regulatory requirements. You will provide performance guidance and development as appropriate. You will maintain up-to-date knowledge of developments in quality management and the contact centre industry.
You must have at least 1-2 years of Quality Assurance Management experience in a call centre BPO industry. You have experience in managing teams ideally across multiple locations. You have a strong working knowledge of the clients processes, expectations, and systems along with excellent written and verbal communication skills. You demonstrate knowledge of quality assessment processes.
You have a strong Data Analytics background supported by good administration and reporting skills. You have demonstrated success in managing, leading, and developing people, as well as evidence of consistently achieving quantitative and qualitative performance measures.
Minimum Requirements
- You have at least 1-2 years of Quality Assurance Management experience in a leadership role within the BPO industry
- You have a Matric (Grade 12) or equivalent qualification
- You have experience within the Telecoms industry (Preferable)
- You have excellent stakeholder management experience (Essential)
- You have experience in managing and developing teams
- You can display a strong sense of resilience whilst under pressure
- You have a good command of the English language (written and verbal)
- You are proficient in Microsoft knowledge & experience (Word, Excel, PowerPoint etc.)
We dont see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, well proceed with further shortlisting & start your application process.
If you like the sound of being part of the Sigma Family, then dont wait and get applying!
