Quality Assurance Team Leader – M-KOPA

Job Expired

Job description

Overall Purpose.

To lead a team of Quality Analysts, monitor and manage individual performance, while motivating the team to ensure that the M-KOPA service quality objectives are met.

Key Requirements;

  • Manage the overall teams’ daily activities to ensure CC operations is fully supported
  • To build, direct and drive implementation of the Quality Assurance operational plan
  • Provide support to the team on escalated quality challenges to ensure complete resolution
  • Manage the team’s performance by offering guidance, coaching and coordinating performance discussions
  • Draft and shape the Quality Assurance processes and drive compliance among the stake holders
  • Analyse and report on customer, product and the overall operational challenges
  • Benchmark to ensure continuous improvement and application of industry recognised best practices
  • Responsible for ensuring that all system changes and/or improvements are in line with M-KOPAs Consumer Protection and Data Privacy policies.
  • Liaise with HR business partner on any people related topics, including disciplinary issues
  • Collaborate with Training to define training requirements needed to support quality

Incumbent Requirements.

Education and Required Skills.

  • 2 years and above experience in Leadership, QA role or their equivalent
  • Bachelors Degree in a related field.
  • Leadership and interpersonal skills
  • Excellent communication, influencing skills and negotiation skills to get management buy-in on ideas and concepts
  • Ability to design evaluation and auditing methodologies
  • Process design, development and implementation.
  • Performance management, coaching and mentoring skills
  • Proactive, quick thinker and assertive
  • Good decision making and problem-solving skills
  • Analytical skills
  • Highly flexible
  • Ability to prioritise and work under pressure to deliver on agreed timelines
  • Conflict management
  • Proficiency with data management (MS Excel) and MS PowerPoint
  • BPO and Retail QA audit background is an added advantage

Click Here to Apply

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  • This job has expired!

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