Online applications for this vacancy was closed.
Click here to view similar jobs.

Quality Assurance Manager (Lautoka)
Job Description
Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.
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.
Outcomes
Organisational Stakeholders |
---|
1. Quality Assurance Strategy and Execution: |
|
2. Leadership and Team Management: |
|
3. Process Improvement and Continuous Monitoring: |
|
4. Reporting, Analytics, and Key Metrics: |
|
5. Customer Experience Management: |
|
6. Risk Management and Compliance: |
|
7. Supplier and Vendor Management: |
|
Responsibilities - Critical Competencies
Competence | Description |
---|---|
Customer | |
Quality Focus | Deliver quality. |
Qualifications
Qualification | Discipline | Notes |
---|---|---|
Desirable | ||
Degree | Quality Management | In a car rental Industry or related field |
Work Knowledge and Experience
- 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.
Requirements
Regulatory Compliance Requirements |
---|
Police Clearance |
Excellent interpersonal skills and team building skills.. Bookkeeping skills.. Analytical, problem-solving, and decision making skills.. Effective verbal and communication skills.. Attention to detail and high level of accuracy.. Very effective organizati |
Attributes
Attribute | Definition |
---|---|
Behavioural Styles | |
Accountable | Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal. |
Achiever | Puts in effort to achieve a desired result or goal and is motivated by this end and the overall accomplishment. |
Detail oriented | Attends to the small elements of a task/activity, ensuring completeness and accuracy. |
Reliable | Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work. |
Resilient | Cope positively with stress and catastrophe. Bounces back from setbacks, mistakes or misfortunes. |
Interpersonal Styles | |
Extrovert | Outgoing and showing interest in events going on around them, particularly people, new experiences and changing situations. |
Team Oriented | Enjoys being with others as part of a group or team. |
Trusting | Places confidence in others without misgivings, relying on their ability, character, and truthfulness. |
Thinking Styles | |
Analytic | Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems. |
Decisive | Reaches conclusions, promptly and firmly. |
Disciplined/Systematic | Is controlled in conduct, shows an orderly pattern of behaviour, following a methodical and thorough approach. |
Numerate | Shows abilities in quantitative thought and expression. |
Well organised | Controls tasks in a well thought out and critical manner. |