Quality Assurance Team Leader

Talksure Pty Ltd; Umhlanga Rocks; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a dedicated Quality Assurance Team Leader to oversee and enhance the performance of their QA team. This role involves ensuring customer satisfaction through effective monitoring of agent interactions, conducting in-depth analyses of sales trends, and leading coaching initiatives to develop QA agents. The ideal candidate will have a strong background in quality assurance within a contact center environment, with a proven ability to manage teams and drive performance. Join this forward-thinking company and make a significant impact in a dynamic and supportive work environment.

Qualifications

• 5+ years experience as a Quality Assurance team leader in a contact centre.
• Intermediate level for MS Office is required.

Responsibilities

• Oversee day-to-day operations of the Quality Assurance team.
• Ensure customer satisfaction by monitoring agent interactions.
• Conduct calibration sessions for effective communication.

Skills

Quality Assurance

Team Leadership

Customer Satisfaction

Data Analysis

Coaching

Education

Matric

Tools

MS Office

Job description

Talksure is looking for a highly qualified Quality Assurance Team Leader

MAIN PURPOSE OF THE ROLE

Oversee and manage the day-to-day operations of a Quality Assurance team.

DUTIES AND RESPONSIBILITIES

1. Ensure customer satisfaction through monitoring agent interaction with the customer.
2. Collate and distribute reports.
3. Liaise with sales departments.
4. Analyse and monitor sales agent trends.
5. Audit sales and complete evaluation forms.
6. Lead and support investigations.
7. Management of BYC.
8. Manage a QA team to ensure effective monitoring and evaluation of agents on a regular basis.
9. Update sales agents lists.
10. Monitor QA agents' productivity statistics.
11. Monitor QA agent workload.
12. Attendance Management.
13. Coaching and development of QA agents.

QA Monitoring

1. Collate and distribute reports.
2. Lead and support investigations.
3. Analyse and monitor sales agent trends.

Workflow Management

1. Ensure that agreed service levels and required standards are met.
2. Clear and updated daily, weekly, and monthly QA priorities.
3. QA workload distribution and monitoring.

Calibration sessions

1. Conduct calibration sessions between the QA evaluators to ensure efficient and effective communication of customer wants and needs.
2. QA inductions and oversight of the live dial process.
3. QA refreshers held with the sales environment on request.
4. Conduct and lead calibration sessions with the sales team.

QUALIFICATIONS AND EXPERIENCE REQUIRED

1. Matric.
2. Minimum of 5 years experience as a Quality Assurance team leader in a contact centre.
3. Experience in an outbound contact centre (advantageous).
4. Intermediate level for MS Office.

NB: Thank you for choosing Talksure as your employer of choice. Please note that if you do not hear from us within 14 working days after the closing date of the advert, please regard your application as unsuccessful. We wish you well in your future endeavors.