Job Description

A bit more about the Opportunity...:What Your Day-to-Day Will Look Like:xf0x9fx93x9eYou will manage the day-to-day workload of Quality and Coaching 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 with compiling statistical performance reports. You will Perform quality inspections, audits and calibrations. You will ensure quality discrepancies are identified and recommendations for improvement made. 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 support the Head of Quality to compile 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. What amazing People will bring to the role:What Amazing People Will Bring to the Role:xf0x9fxa4xa9 You must have at least 1-2 years Quality Assurance Management experience in a call centre BPO industry within the financial services sector. You have experience in managing teams ideally across multiple locations. You have 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 experience in developing and implementing strategies appropriate to improve customer contact centre performance. You have strong numeracy supported by good administration and reporting skills. You have demonstrated success in managing, leading and developing people.Minimum requirements:

• Matric (Grade 12) or equivalent qualification
• Must have at least 1-2 years Quality Assurance Management experience within the financial services sector.
• Stakeholder manager experience is essential.
• Have experience in developing and implementing strategies appropriate to improve customer contact centre performance
• Must have strong numeracy supported by good administration and reporting skills
• 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)
• Must have Microsoft knowledge & experience (Word, Excel, PowerPoint etc.)

Simple and Straight Forward Recruitment.xf0x9fx93xa9 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! What being part of the Sigma Family means for you:QUALITY MANAGERWe are currently looking for more amazing people to join the Sigma Family as a Quality Manager in our Quality department. 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 Manager
• Your salary: Competitive (to be discussed on application)
• Location: Diep River (Cape Town)

Who are the Sigma Family?xf0x9fx92x9a At Sigma, 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 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!xf0x9fx93x88 Career development and opportunities to apply for internal promotions following your probationary periodxf0x9fx8fx86 Monthly, Quarterly and Annual awards with marvellous prizesxf0x9fx92x86xe2x80x8dxe2x99x80xefxb8x8f 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 expectedxf0x9fx8cxb3 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprintxf0x9fx93x81 Medical Insurance - Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to youxf0x9fx9ax97 Transportation Benefits - Accommodate making your travelling journey to work easier with the amazing shuttle services that we offer our employeesxf0x9fx92xbb Join communities and collaborate with your colleagues on our internal Social Media platformxf0x9fx92x99 The opportunity to be a part of an equal, diverse and inclusive workplace - all amazing people are welcome in the Sigma Family.

Sigma Connected Group