Training Team Lead

Merchants; Johannesburg; On-site; ZAR 250,000 - 400,000; Full time

Job summary

A leading company in customer experience is seeking a Team Leader: CX to oversee quality, training, and operational excellence for front-line teams. The ideal candidate will have 1-2 years of experience in CX or Quality Assurance, strong communication skills, and the ability to thrive in a high-performance environment.

Qualifications

• 1-2 years of experience in Customer Experience (CX), Training, or Quality Assurance.
• Strong planning, communication and coaching skills.
• Proven ability to collaborate across departments and with clients.

Responsibilities

• Manage day-to-day CX operations aligned with Service Level Agreements.
• Drive execution of training plans and ensure measurable learning outcomes.
• Lead, coach and develop CX Associates to deliver consistent, quality service.

Skills

Planning

Communication

Coaching

Job description

CX Teamleader

Are you passionate about delivering exceptional customer experience (CX) while leading teams in a dynamic, performance-driven environment? We’re looking for a Team Leader: CX to take charge of quality, training, coaching, and operational excellence for our front-line teams.

What You’ll Do

• Manage day-to-day CX operations aligned with Service Level Agreements (SOWs & OLAs)
• Drive execution of training plans and ensure measurable learning outcomes
• Conduct Voice of Customer and calibration sessions
• Monitor, report and continuously improve CX metrics
• Ensure governance and compliance with Merchants' frameworks
• Lead, coach and develop CX Associates to deliver consistent, quality service
• Identify and resolve escalations and performance issues effectively

What You Bring

• 1–2 years of experience in Customer Experience (CX), Training, or Quality Assurance
• Strong planning, communication and coaching skills
• Proven ability to collaborate across departments and with clients
• Experience working in high-performance service environments

This role supports an International Client — working hours will be aligned to the client’s time zone. Flexibility is essential.