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Quality Assurance Team Leader
2 months ago
Talksure is seeking a skilled Quality Assurance Team Leader
ROLE'S MAIN OBJECTIVE
Supervise the daily operations of the Quality Assurance team
RESPONSIBILITIES
To ensure client satisfaction by monitoring agent-customer interactions
- Collect and share reports
- Coordinate with sales departments
- Analyze sales agent patterns
- Audit sales and complete evaluations
- Guide investigations
- BYC management
- Maintain sales agents lists
- Monitor QA agents' productivity
- Supervise QA agent workload
- Manage attendance
- Coach and develop QA agents
- Compile and share reports
- Guide investigations
- Analyze sales agent patterns
- Ensure service levels and standards are met
- Keep daily, weekly, and monthly QA priorities updated
- Monitor QA workload distribution
- Conduct alignment sessions among QA evaluators for effective customer communication
- QA inductions and supervision of live dial process
- Conduct QA refreshers upon sales team's request
- Lead alignment sessions with the sales team
REQUIRED QUALIFICATIONS AND EXPERIENCE
- Matric certificate
- Minimum 5 years experience as Quality Assurance team leader in a contact centre
- Outbound contact centre experience (preferred)
- Intermediate MS Office proficiency
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