Head of Quality Assurance at a Fast Growing Travel Company

Posted on Thu 02nd Jun, 2016 - hotnigerianjobs.com --- (0 comments)

We are a fast growing travel company with locations nationwide. Throughout our history, we have continued to help our employees realize their dreams, whilst creating opportunities for them to fulfill their personal and professional potential.

Due to rapid expansion we urgently need very smart and resourceful individuals, to fill the roles below in our offices nationwide:

Job Title: Head of Quality Assurance

Location: Nationwide

Job Description

The Head of Quality Assurance will accountable for building the Quality Assurance function.
This team will be responsible for managing all aspects Quality Assurance.
Quality Assurance will be accountable for all aspects of service quality.
The Head of Quality will build the needed systems, recruit, train and retain Quality Assurance professionals and interact cross- functionally across the organization and with senior management.

Job Description

Responsible for building the Quality Assurance function
Recruits and develops Quality Assurance Managers and Associates
Develops and maintains document management systems
Performs vendor qualification and auditing
Reviews and approves Quality Assurance data
Develops systems for deviations, change control, and for tracking and reporting quality metrics
Responsible for product release and excellent service delivery
Collaborates with cross-functional stakeholders to identify strategic and operational risks to the quality of products and creates appropriate mitigation and contingency plans
Supports the development and implementation of effective quality systems and procedures across the organization
Monitor Telephone calls, e-mails and chats from the Call Centre to ensure continuous improvement of service quality
Give feedback to Customer Care Representatives on calls, email and chat quality
Produce a daily/ weekly Quality assessment report
Capture performance management indices from Call Centre and other staff of the company
Identify outliers (those whose performance are far below the standard) and recommend them for training
Organise Mystery shopping and capture reports
Identify training needs based on result of continuous quality monitoring
Keep a library of Good, average and poor calls! emails and live chats

Competence Requirement:

Excellent interpersonal skills, including clear, succinct and timely communication and proven ability to foster important relationships with customers and key stakeholders
Demonstrated ability to lead a group of Quality Assurance professionals
Excellent oral and written communications skills
Excellent organizational skills, with ability to successfully manage multiple priorities
Strong influencing skills: proven ability to get things done
Ability to work effectively with cross- functional teams
Strategic Planning
Analyzing information
Dealing with complexity

Qualification and Experience

B.Sc degree in a Scientific field required; advanced degree is a plus
Professional Certification in Quality Assurance related discipline a plus
Typically requires a minimum of 13 years ma B2B company, with 8+ years of Quality Assurance experience

Application Closing Date
16th June, 2016.

Method of Application
Interested and qualified candidates should send a copy of their updated resume indicating the role as the subject of the mail to: [email protected]

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