Qa Team Leader X2 - Nutun Rx

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

Job summary

A leading talent management firm is seeking a QA Team Leader in Johannesburg, Gauteng. The role involves supervising QA analysts, ensuring quality evaluations of customer interactions, and driving performance improvements. Candidates should have a Matric or Grade 12 as essential, with relevant experience in quality assurance and team management. This full-time position offers opportunities to lead coaching and training initiatives to enhance customer service standards.

Qualifications

• Matric / Grade 12 is essential.
• Clear ITC and clean criminal record required.
• 2–3 years as a Quality Assurance Analyst/Coach in a call centre.
• 1–2 years in a leadership/supervisory role.

Responsibilities

• Supervise QA analysts in evaluating customer interactions.
• Ensure accurate scoring of interactions.
• Conduct coaching sessions to improve evaluation accuracy.
• Collaborate with leaders to bridge performance gaps.
• Maintain QA reports and perform trend analysis.
• Train QA analysts in calibration sessions.
• Identify process improvements and ensure compliance.
• Track KPIs to improve customer experience.

Skills

Performance management

Coaching

Quality improvement

Trend analysis

Education

Diploma/Degree in Business Management or related field

Job description

Overview

QA Team Leader x2 – Nutun RX at Trending Talent Solutions.

Location

Johannesburg, Gauteng, South Africa

Employment Type

Full-time

Job Function

Management, Quality Assurance, Customer Service

Key Responsibilities

• Supervise QA analysts in monitoring and evaluating customer interactions across various channels.
• Ensure accurate scoring of interactions and perform audit checks.
• Conduct coaching and feedback sessions to improve evaluation accuracy.
• Collaborate with call centre leaders to identify and bridge performance gaps.
• Maintain QA reports, dashboards, and perform trend analysis.
• Organize QA calibration sessions and train QA analysts.
• Identify and implement process improvements and ensure compliance.
• Define, monitor, and track KPIs and lead initiatives to improve customer experience.

Qualifications

• Matric / Grade 12 (essential).
• Clear ITC and clean criminal record.
• Diploma/Degree in Business Management, Quality Management, or related field (advantage).
• 2–3 years as a Quality Assurance Analyst/Coach in a call centre.
• 1–2 years in a leadership/supervisory role.
• Proven track record in managing performance, coaching agents, and driving quality improvements.

Application Period

Published: 17 December *** Closing: 06 January ***

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