QUALITY ASSURANCE MANAGER – Pacific Centrecom Fiji Limited

Pacific Centrecom (Fiji) Limited is a joint venture organization that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outsourcing contact centre and back-office services to both local and international clients 24/7. Our “Centre of Excellence” has engaged state-of-the-art technology to ensure the highest quality of customer service can be achieved and sustained into the future.

Position Overview: Quality Assurance Manager (Lautoka – Fiji)

The Quality Assurance Manager will be responsible for leading and managing the company’s quality assurance efforts across all operations, including service delivery, product offerings, customer interactions, and system implementations. This role will involve developing and executing quality strategies, ensuring that all processes meet internal standards and external regulatory requirements, and fostering a culture of continuous improvement within Hertz.

As the Quality Manager, you will oversee the development, implementation, and enforcement of quality control systems, work closely with cross-functional teams to identify and resolve quality issues, and drive initiatives that improve efficiency and enhance the customer experience.

Key Responsibilities:

1. Quality Assurance Strategy and Execution:

• Develop and Implement Quality Standards: Define and implement quality standards, policies, and procedures for both Sales and Cases Team across APAC and EU
• Quality Control Systems: Lead the development of effective quality control processes for all customer touchpoints and ensure that these processes are consistently followed.
• Compliance Monitoring: Ensure compliance with industry regulations, corporate policies, and relevant certifications (ISO, Lean Six Sigma, etc.) by monitoring and enforcing quality standards across the organization.

2. Leadership and Team Management:

• Lead Quality Assurance Team: Oversee and mentor a team of QA leads, setting clear goals, assigning responsibilities, and ensuring consistent team performance.
• Cross-Department Collaboration: Partner with key departments such as operations, customer service, Hertz, to align quality initiatives with company goals, ensuring all teams are engaged and committed to quality standards.
• Training and Development: Provide training and development opportunities to team members in conjunction with the Team Leads, ensuring they have the tools, skills, and knowledge to effectively perform their roles and support quality objectives.

3. Process Improvement and Continuous Monitoring:

• Process Optimization: Drive continuous process improvement initiatives by analysing data, identifying inefficiencies, and proposing actionable solutions to enhance quality.
• Root Cause Analysis: Lead root cause analysis for quality issues, addressing problems at their source and implementing solutions to prevent recurrence.
• Feedback Loops: Develop and implement structured feedback loops to capture insights from both customers and employees, and integrate feedback into quality improvement processes.

4. Reporting, Analytics, and Key Metrics:

• Quality Performance Metrics: Define and track key performance indicators (KPIs) and metrics for quality performance, such as customer satisfaction, defect rates, process compliance, and service-level agreements (SLAs).
• Quality Audits and Reports: Conduct regular quality audits and assessments to ensure adherence to standards and document findings in detailed reports for management review.
• Data-Driven Insights: Utilize data analytics to provide actionable insights, presenting reports to leadership on trends, challenges, and opportunities for improvement.

5. Customer Experience Management:

• Customer Satisfaction Focus: Ensure that the organization’s products, services, and systems consistently meet or exceed customer expectations, focusing on minimizing customer complaints and improving the overall experience.
• Escalation Management: Act as a key point of contact for escalated quality-related issues, driving resolution and ensuring that corrective actions are taken.
• Quality in Service Delivery: Develop and implement programs that assess service quality from customer interactions, vehicle cleanliness and condition, to ease of use of digital interfaces (website, app, etc.).

6. Risk Management and Compliance:

• Regulatory Compliance: Ensure all business operations are in compliance with relevant local, national, and international laws and regulations, including safety standards, data privacy, and environmental policies.
• Quality Risk Assessment: Identify potential risks to quality across business functions and proactively develop mitigation strategies.
• Crisis Management: Lead response initiatives for any quality-related crises, ensuring rapid resolution and minimizing negative impact on the company or customer experience.

7. Supplier and Vendor Management:

• Client Quality Assurance: Collaborate with Hertz to ensure their products and services meet Hertz’s quality expectations.
• Performance Monitoring: Regularly assess and evaluate the quality performance of all Quality Leads, ensuring their services align with the company’s standards.

Qualifications:

Education and Experience:

• Bachelor’s degree, Quality Management experience in the Car rental industry , or a related field (Master’s degree preferred).
• Minimum 2 years of experience in quality management, with at least 3 years in a leadership or supervisory role. Experience in the automotive, technology, or customer service industries is preferred.
• Certifications: Relevant quality certifications such as Six Sigma (Black Belt or Green Belt), Lean Management, ISO 9001, or similar certifications are highly desirable.

Skills:

• Leadership Skills: Proven ability to lead and motivate teams, manage cross-functional projects, and work collaboratively with all levels of the organization.
• Analytical Skills: Strong analytical and problem-solving skills with the ability to interpret data, identify trends, and make data-driven decisions.
• Excellent Communication: Exceptional verbal and written communication skills, with the ability to present complex quality-related information to stakeholders at all levels.
• Process Improvement Expertise: Experience with methodologies such as Lean, Six Sigma, or Kaizen and the ability to apply these principles to drive continuous improvement.
• Customer-Centric Focus: Strong customer-focused mindset, with a deep understanding of the importance of delivering a superior customer experience.
• Technical Proficiency: Knowledge of quality management systems, tools, and platforms. Familiarity with a variation of contact centre QA systems- Genesys, AWS, Ring Central as examples
• Project Management Skills: Strong organizational and project management skills, with the ability to oversee multiple initiatives and prioritize effectively.

Other Requirements:

• Adaptability and Resilience: Ability to thrive in a fast-paced, dynamic environment while maintaining a focus on quality standards and customer satisfaction.
• Problem-Solving: Creative and resourceful in solving complex quality-related challenges and implementing effective solutions.
• Attention to Detail: Exceptional attention to detail and the ability to assess both high-level and granular aspects of operations for quality improvements.

Remuneration and Benefits

• A secure career with a strong fast-growing company
• Competitive salary package
• Medical Insurance
• Access to discounted travel
• Ongoing career development and training
• Work in a fun and supportive team