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Quality Manager

The Company:

Samasource is a social enterprise that provides dignified, internet-based work to people living in poverty. We build technology that helps leverage the brain power of the poor so they can lift themselves out of poverty by providing valuable services to companies around the world. We are a dynamic and growing team with a big vision--to reduce worldwide poverty and its effects through technology. We need the best people to help us achieve it. We like to move fast and get things done. If you join us, you’ll be able to make an immediate impact, connect with some of the brightest people in the fields of social enterprise, impact sourcing, and tech. Samasource is supported by major corporate and philanthropic funders including eBay, Google, Cisco, and the Rockefeller and Ford Foundations.

 

Job Description

  • Title/Position: Quality Manager
  • Location: Nairobi
  • Department or Business Unit: Service Delivery
  • Employment Type: Full Time
  • Min. Experience: Quality Analyst

RESPONSIBILITIES

  • Create quality strategies for the assigned projects, monitor and evaluate effectiveness, and address any identified gaps/institute corrective actions.
  • Oversee and manage enforcement of QA policies and procedures
  • Involved in recruiting, selecting, orienting, training, assigning, coaching and communicating job expectations; also involved in direct reportees appraisals and day to day management of any upcoming assigned team issues where appropriate.
  • Constantly monitor projects quality performance and address any identified gaps
  • Supervision, coaching, mentoring, motivation and coordination of a team of Quality Supervisors to ensure quality performance metrics are met
  • Develop internal control systems to determine if the Projects’ Quality Team/QA processes/QA systems are producing useful, accurate and reliable data in accordance with QA policies and procedures and proactively assessing any potential risks.
  • Perform critical business analysis of issues identified by QA Supervisors, including identifying root cause(s) and identifying value-add opportunities for projects quality improvement
  • Assess new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
  • Analyze QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
  • Develop and maintain effective working relationships with clients and/or accounts projects managers.
  • Lead and support additional special projects and initiatives as necessary to achieve departmental objectives; includes the scoping, monitoring and evaluation of projects.
  • Managing client’s QA complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client
  • Lead collaborations between the quality supervisors to adopt best practices across the center
  • Manage departmental day to day operations as may be directed by the Head of Service Delivery.
  • Validate quality processes and update quality assurance policies and procedures.

QUALIFICATIONS

  • Education: Degree in business or any other relevant field/ equivalent experience

Experience:

  • Minimum of 3 years of contact center experience required
  • Minimum of 1 year of experience in Quality Assurance in a contact center/BPO
  • Minimum of 2 year of supervisory or lead experience to include managing managers, managing performance and reporting.

Knowledge/Skills/Abilities:

  • Knowledge of MS Office Suite including advanced knowledge of Excel, PowerPoint and Word
  • Proficiency in analyzing data to derive meaningful information
  • Ability to manage and measure workloads and motivate others.
  • Ability to set priorities and stay focused
  • Ability to see big picture and think globally
  • Ability to audit and manage processes
  • Ability to develop, coach and mentor others

 

Personal Attributes:

  • Effective verbal and written communication skills
  • Problem solving skills
  • Great attention to details
  • A warm personality, able to work with people from diverse backgrounds.
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