Qa Team Leader X2

Trending Talent Solutions; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading talent management firm in Johannesburg is seeking a QA Team Leader to manage the Quality Assurance team. This role involves overseeing call monitoring, coaching analysts, and implementing process improvements to enhance customer interactions. The ideal candidate has a diploma or degree in a relevant field and a proven track record in performance management. Join us to drive quality improvements and ensure adherence to compliance standards. A clear ITC and criminal record is essential.

Qualifications

• 2–3 years' experience as a Quality Assurance Analyst / Coach in a call centre.
• 1–2 years' experience in a leadership / supervisory role.
• Clear ITC and Criminal record required.

Responsibilities

• Supervise QA analysts in monitoring customer interactions.
• Conduct coaching and feedback sessions with QA analysts.
• Maintain and update QA reports and dashboards.

Skills

Performance management

Coaching

Quality improvements

Education

Diploma / Degree in Business Management or related field

Matric / Grade 12

Job description

Job Purpose

TheQA Team Leader is responsible for managing the Quality Assurance (QA) team, ensuring adherence to call monitoring, evaluation, and performance improvement processes.

This role plays a key part in maintaining and improving the quality of customer interactions, identifying performance gaps, and driving continuous improvement in line with business and client objectives.

Required Qualification and Experience

Matric / Grade 12 (essential)

Must have a clear ITC and Criminal record

Diploma / Degree in Business Management, Quality Management, or a related field (advantageous)

2–3 years' experience as a Quality Assurance Analyst / Coach in a call centre

1–2 years' experience in a leadership / supervisory role

Proven track record in managing performance, coaching agents, and driving quality improvements

Key Responsibilities

Quality Assurance & Performance Monitoring

Supervise QA analysts in monitoring and evaluating customer interactions across various channels.

Ensure accurate scoring of interactions based on predefined evaluation criteria by performing "audit the auditor" checks.

Conduct regular coaching and feedback sessions with QA analysts to enhance their evaluation accuracy and effectiveness.

Work closely with call centre Team Leaders and Managers to identify and bridge performance gaps through targeted action plans.

Reporting & Data Analysis

Maintain and update QA reports and dashboards to track quality trends and agent performance.

Conduct trend analysis to identify recurring issues and recommend process enhancements.

Provide detailed insights and recommendations to management based on QA findings.

Coaching & Calibration

Organize and lead regular QA calibration sessions with coaches to ensure consistency in evaluation standards.

Train and develop QA analysts to maintain high levels of accuracy and efficiency in quality monitoring.

Process Improvement & Compliance

Identify and implement process improvements to enhance customer satisfaction and operational efficiency.

Ensure all customer interactions comply with client expectations, company policies, and regulatory requirements.

Conduct root cause analysis on escalations and complaints to identify trends and preventive measures.

KPI Management & Strategic Initiatives

Define, monitor, and track key performance indicators (KPIs) for the QA team.

Collaborate with different departments to align QA objectives with overall business goals.

Drive initiatives that improve customer experience and call centre performance.