Head QA Department• Liaising with client and Directors.• Recruiting, assessing, training, coaching and upskilling QA staff.• Implementing new strategies to create an easier and more effective work environment• Ensuring QA staff maintain a level of work compliant with the clients needsManage Team Leaders and their daily duties• Motivate, training, assessing needs.• Identifying potential problems• Implementing solutions, • Disciplinary issuesManaging Inbound and outbound team• Recruitment, training, assessing needs.• Identifying potential problems• Implementing solutions, • Disciplinary issuesTeam motivation• Team/group/individual meetings• IncentivesDisciplinary issues (HR)• Coaching, Verbal/Written/Final Written Warnings, • Disciplinary hearingsLiaising with clients UK, USA and SA• Daily/weekly/monthly conference calls and e-mails to ensure requirements are being metReports• Sending out weekly and monthly stat reports (as and if requested by the client)Managing two active in-bound Customer Care lines• Liaising with HO regarding campaign requirements, training of staff.• Handling and escalating complaints and queries to the client HOManage campaigns• Liaising with client.• Identifying requirements needed and implement ways to achieve it.• Monitoring and ensuring targets are met – where they are not being met, put a plan of action in place to achieve the clients requirements.• Set monthly schedule to ensure adequate staff as well as standby staff scheduledCompany Payrolls• Authorizing and checking employee time daily.• Balancing and amending employees time daily.• Balancing timesheets and reports weekly and monthly.• Preparing and submitting UI19 forms.• Preparing and submitting maternity forms.• Managing and resolving employee queries.• Process and submit leave payouts and termination payouts.• Occasionally tend to CCMA cases and disciplinary hearings.

Head QA Department• Liaising with client and Directors.• Recruiting, assessing, training, coaching and upskilling QA staff.• Implementing new strategies to create an easier and more effective work environment• Ensuring QA staff maintain a level of work compliant with the clients needsManage Team Leaders and their daily duties• Motivate, training, assessing needs.• Identifying potential problems• Implementing solutions, • Disciplinary issuesManaging Inbound and outbound team• Recruitment, training, assessing needs.• Identifying potential problems• Implementing solutions, • Disciplinary issuesTeam motivation• Team/group/individual meetings• IncentivesDisciplinary issues (HR)• Coaching, Verbal/Written/Final Written Warnings, • Disciplinary hearingsLiaising with clients UK, USA and SA• Daily/weekly/monthly conference calls and e-mails to ensure requirements are being metReports• Sending out weekly and monthly stat reports (as and if requested by the client)Managing two active in-bound Customer Care lines• Liaising with HO regarding campaign requirements, training of staff.• Handling and escalating complaints and queries to the client HOManage campaigns• Liaising with client.• Identifying requirements needed and implement ways to achieve it.• Monitoring and ensuring targets are met – where they are not being met, put a plan of action in place to achieve the clients requirements.• Set monthly schedule to ensure adequate staff as well as standby staff scheduledCompany Payrolls• Authorizing and checking employee time daily.• Balancing and amending employees time daily.• Balancing timesheets and reports weekly and monthly.• Preparing and submitting UI19 forms.• Preparing and submitting maternity forms.• Managing and resolving employee queries.• Process and submit leave payouts and termination payouts.• Occasionally tend to CCMA cases and disciplinary hearings.