About the Client
Our client is a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others.
Why Choose Our Client?
Joining them means surrounding yourself with some of the smartest and brightest colleagues in the industry. Employees experience unlimited growth potential, being rewarded for their innovation and creativity. You will have unlimited opportunities for exposure to new industries and skill sets, broadening your range. Finally, you will experience a true work/life balance environment.
About the Role
The Lead Assistant Manager of Quality Excellence is responsible for ensuring smooth functioning of Quality Compliance - driving compliance & process improvement initiatives across the allocated business processes.
Salary: R30 000 - R32 000 per month
Working UK Hours: 09:00 - 18:00 (Rotational shifts can be implemented)
Duties & Responsibilities
- Ensure prompt incubation of Quality Compliance Activities (QCAs) within assigned processes and guarantee achievement of QC deliverables (monitoring, feedback, production, reporting) targets.
- Effectively plan, prioritise, and execute daily QC operations.
- Assist in establishing the Quality Compliance function for business processes in collaboration with the Operations and/or Migrations Team.
- Timely and accurate reporting of internal ratings on SLA parameters.
- Ensure timely and accurate reporting of quality performance.
- Conduct regular sessions for Gage R & R/calibrations internally and/or with clients.
- Conduct ongoing reviews to ensure compliance with Operational Standard Documents (OSD) and facilitate changes in QC procedures.
- Drive compliance in business processes to internal standards and third-party certification standards by providing support to Operations in addressing audit findings.
- Collaborate closely with the Customer Experience team to enhance Customer Satisfaction (C-Sat) and soft skills.
- Actively engage with Green Belts (GB) / Black Belts (BB) to identify improvement areas and participate in improvement projects and initiatives like AIM.
- Provide training and mentorship to QCAs on quality tools and concepts (e.g., QC Induction program).
Desired Experience & Qualification
Requirements:
- Graduate in any stream.
- Knowledge of quality assurance, process improvements, domain, etc.
- Preferable QC Certification training.
- Yellow Belt/Green Belt training (preferred).
- Minimum 3 years of total work experience.
- Minimum 1 year in the current role/assignment.
- Minimum appraisal rating of at least one 4 rating and an average of 3.5 within the past 12 months.
- Excellent process knowledge of client account (YESIL).
Required Skills:
- Monitoring and reviewing.
- Excellent knowledge of industry domain (Jumio).
- Managing disputes for VEs.
- Setting up sessions for second-level disputes.
- Preparing governance call packs (weekly, monthly, quarterly).
- Arranging calibration sessions.
- Basic Six Sigma knowledge (Preferable).
- Excellent working knowledge of MS Office (Excel, PowerPoint, Word).
- Project Management skills for improvement projects/initiatives.
- Conducting dispute calls to safeguard frontline employees.
- Conducting random process update audits.
- Fostering a spirit of collaboration and teamwork.
- Conformance to policies/compliance with auditing skills.
- Ability to coach and provide ongoing feedback.
- Problem-solving skills.
- Strong written and verbal communication skills.
- Ability to resolve conflicts constructively.
- Leadership in a challenging environment.
Package & Remuneration
Salary: R30 000 - R32 000 per month
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