Assistant Manager – Quality

Job description

ASSISTANT MANAGER – QUALITY

iSON Zambia seeks to recruit a suitable and qualified candidate for the position of Assistant Manager- Quality.

Position Summary:

The Assistant Manager – Quality works closely with the Operations team to define, standardize and monitor quality parameters and thereafter make recommendations for on-going improvements.

Oversee the Skills Development activities in ensuring delivery of training programmes; methodology to identify training needs; assessment efficiency of training programmes.

Plays a crucial role in the design and documentation of standard operating procedures including quality evaluation methodology based on organisational and client requirements.  Continuously reviews processes and procedures, and provides on-going feedback for continuous improvements for quality standards.

Knowledge, Skills and Experience:

1. Degree in Management or equivalent.

2. Minimum of three (3) years in supervisory role in the Quality Function in a call center environment

3. Excellent understanding of the latest Quality tools and processes; workflow; work assignments; project management.

4. Proficient in MS Office with advanced MS Excel skills

5. Excellent Communication and organization skills

6. Excellent analytical skill

7. High level of accuracy and advanced numeracy skills.

8. Ability to work independently with minimum supervision

9. Flexible to work odd hours; weekends and/or public holidays if required in order to meet operational requirements.

10. Exposure to Six Sigma, TQM, Policy Deployment, ISO standards will be an added advantage.

Method of Application

Should you be interested in applying for this role, please send your application letter, updated CV and relevant qualifications to recruitment.zm@isonxperiences.com or via our website at isonxperiences.com, careers.

Closing date:- Friday, 14th March 2025.