Quality Assurance Team Leader

Talksure; Umhlanga Rocks; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading contact center is seeking a Quality Assurance Team Leader in Umhlanga Rocks, KwaZulu-Natal. The ideal candidate will have at least 5 years of experience leading QA teams, ensuring customer satisfaction by monitoring agent interactions and conducting regular evaluations. Responsibilities include managing workflow, coaching agents, and conducting calibration sessions. This position offers an opportunity to lead a dynamic team dedicated to quality standards.

Qualifications

• 5+ years experience as a Quality Assurance team leader in a contact centre.
• Experience in an outbound contact centre is advantageous.

Responsibilities

• Oversee the operations of a Quality Assurance team.
• Ensure customer satisfaction through monitoring interactions.
• Conduct calibration sessions to align QA standards.

Skills

Leadership

Team management

Analytical skills

Communication

Education

Matric

Tools

MS Office (Intermediate)

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

To ensure customer satisfaction through monitoring agent interaction with the customer.

• Collate and distribute send reports
• Liaise with sales departments
• Analyse and monitor sales agent trends
• Audit sales and completing evaluation form
• Lead and support investigations
• Management of BYC

To manage a QA team to ensure effective monitoring and evaluation of agents on a regular basis.

• Update sales agents lists
• QA agents productivity statistics
• Monitor QA agent workloadAttendance Management
• Coaching and development of QA agents.

QA MONITORING

• Collate and distribute reports
• Lead and support investigations
• Analyse and monitor sales agent trends

WORKFLOW MANAGEMENT

• Ensure that agreed service levels and required standards are met
• Clear and updated daily, weekly, and monthly QA priorities
• QA Workload distribution and monitoring

CALIBRATION SESSIONS

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

QUALIFICATIONS AND EXPERIENCE REQUIRED

• Matric
• Minimum of 5 years experience as a Quality Assurance team leader in a contact centre
• Experience in an outbound contact centre (advantageous)
• 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.