Lead and manage the Quality department within a BPO setting Develop and implement quality assurance strategies and programs Monitor and evaluate quality metrics to ensure compliance and improvement Collaborate with other departments to enhance quality processes and procedures Provide regular reports and analysis on quality performance to senior management Lead the team in resolving quality-related issues and implementing corrective actions Ensure adherence to industry standards and regulations Manage Head of Quality, and Quality Managers. Able to manage a quality team of 250 FTE Essential Qualifications: Matric Proven experience in a quality management role within a BPO or contact centre environment Strong understanding of quality assurance principles and methodologies Excellent communication and leadership skills Ability to analyze data and identify improvement opportunities Desired Experience: Minimum of 5 years of experience in a senior quality management role Experience working in a contact centre or call centre environment Experience in developing and implementing quality assurance programs Experience in leading and managing a team of quality professionals #J-18808-Ljbffr