Quality Manager

Due to our continued growth, we are looking for a perfect person that has the capability to lead and manage the Quality Team in South Africa.

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind. We think big and we’re looking for team members who think bigger, achieve more, and work smarter. 

As a Quality Manager at Ascensos, you will play a crucial role in ensuring the delivery of exceptional customer service by maintaining and improving our quality standards across all customer contact channels.

You will lead a team of Quality Assessors, develop, and implement quality assurance programs, monitor performance metrics, and provide actionable insights to drive continuous improvement. Your expertise and attention to detail will contribute to the overall success of Ascensos.

Please note. This position is office-based at our site in Searle Street, The Boulevard in Woodstock. The typical shift pattern involves Monday to Friday, start time can be flexible and agreed based on business needs but usually starts between 8-10 am.

As part of #theAteam, you’ll receive full training and support to be the voice of our clients’ brand. But no need to worry if you don’t have lots of experience, we have thе best training program ready for you.

Your role can include, but isn’t limited to:

• Lead, mentor, and manage a team of Quality Assessors, providing guidance, training, and performance feedback.
• Establish and monitor key performance indicators (KPIs) to measure and improve quality performance.
• Conduct regular check the checker evaluations on the activity performed by the quality assessors to ensure alignment and the quality of work produced.
• Analyse quality data and trends to identify areas for improvement and develop action plans to address them.
• Collaborate with cross-functional teams to implement process improvements and optimize customer service operations.
• Provide regular reports and presentations to senior management on quality performance, trends, and improvement initiatives.
• Stay up to date with industry best practices and emerging trends in customer service quality management.

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!

• Proven experience as a Quality Manager or similar role in a customer service or contact centre environment.
• Strong knowledge of quality assurance methodologies, tools, and techniques.
• Experience in developing and implementing quality assurance programs.
• Excellent analytical and problem-solving skills, with the ability to interpret data and identify areas for improvement.
• Strong leadership and team management abilities, with a focus on developing and empowering team members.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Proficiency in using quality monitoring systems and software.

We recognise the unique contributions of everyone in #theAteam; it’s what drives our success. And we celebrate talent. That’s why there’s a huge focus on career development and recognition at Ascensos.

As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where; delivering excellent customer service, career development and fun Fridays are the norm.

We’ll tell you all about it during your interview!

• Full training & support.
• Medical insurance after 6 months.
• Up to R1000 performance bonus
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Full training & support.
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• A diverse & inclusive working environment.