Role Purpose:
The Quality Manager oversees end-to-end quality performance across RX (Collections & Sales) and CX (Customer Service) in Nutun’s international BPO, leading QA teams, ensuring compliance and client standards, and driving continuous improvement while supporting UK and US clients in a shifted environment..
Experience and Qualifications:
- Grade 12/ Matric.
- Bachelor’s degree/diploma in Business, Quality Management, Communications, or related fields preferred.
- Quality certifications (Six Sigma Yellow/Green Belt, COPC, Lean) advantageous.
- 5+ years Quality experience within a BPO environment (international BPO preferred).
- Minimum 2 years in a Quality Manager or Team Lead capacity.
- Proven experience managing both Collections/Sales (RX) and Customer Service (CX) portfolios.
- Strong background in client-facing presentations, business reviews, and calibration leadership.
- Excellent communication and presentation skills; ability to present insights confidently to senior stakeholders.
- Strong analytical skills with experience using quality dashboards, BI tools, and evaluation platforms.
- Deep understanding of compliance standards (financial services compliance, regulated sales, client-specific policies).
- Ability to coach teams using behavioural quality models, call flow techniques, and skill-mapping.
- Strong leadership, interpersonal, and stakeholder‑management skills.
Key Responsibilities
1. Quality Leadership & Governance
- Develop, maintain, and implement Quality frameworks across RX & CX portfolios.
- Ensure all quality policies, evaluation forms, SOPs, and calibration practices are aligned to client and regulatory requirements.
- Lead calibration sessions with clients and internal stakeholders to ensure scoring consistency and objectivity.
- Oversee the Quality Assurance (QA) team, ensuring optimal coverage, productivity, and performance.
2. Operational Excellence
- Analyse trends across customer interactions to identify performance gaps, behavioural opportunities, and systemic issues.
- Provide operational leaders with actionable insights to improve compliance, CSAT, sales conversion, collections effectiveness, and agent proficiency.
- Partner with Training, Operations, and WFM to design targeted coaching strategies and performance improvement plans.
- Ensure quality KPIs (Quality Score, Compliance, AHT behaviours, Sales Call Quality, Complaint reduction, etc.) are met.
3. RX (Collections & Sales) Support
- Oversee quality standards for outbound/inbound collections, retentions, sales, and upsell/cross-sell processes.
- Ensure adherence to compliance regulations, including call disclosures, consumer protection laws, and client‑specific regulatory requirements.
- Analyse sales quality conversion drivers and identify behavioural and process optimisations.
4. CX (Customer Experience) Support
- Manage quality across customer service functions, ensuring alignment to CSAT, empathy, soft skills, and service recovery expectations.
- Identify friction points in customer journeys and collaborate with stakeholders to improve first call resolution and customer experience.
5. Client Engagement & Stakeholder Management
- Lead monthly/quarterly client business reviews focused on quality performance, trends, insights, and improvement actions.
- Present quality results confidently with strong storytelling, data interpretation, and solution-oriented recommendations.
- Serve as the primary Quality point‑of‑contact for client partnerships.
- Build and maintain strong, trust‑based relationships with clients, ensuring transparency and alignment.
6. People Leadership
- Coach, mentor, and develop a team of Quality Analysts and Specialists.
- Drive a high‑performance culture through consistent feedback, talent development, and skill upliftment.
- Ensure morale, engagement, and growth pathways for Quality staff.
7. Continuous Improvement
- Identify process improvement opportunities using data, root cause analyses, and VOC insights.
- Partner with operational excellence or transformation teams to execute improvement initiatives.
- Drive automation and digitisation opportunities in reporting, evaluation, and process monitoring.