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Quality Assurance Team Leader

2 months ago

Umhlanga, KwaZulu-Natal, South Africa Talksure Full time

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
To lead a QA team for consistent agent monitoring and assessment

  • Maintain sales agents lists
  • Monitor QA agents' productivity
  • Supervise QA agent workload
  • Manage attendance
  • Coach and develop QA agents
QA Oversight

  • Compile and share reports
  • Guide investigations
  • Analyze sales agent patterns
Process Management

  • Ensure service levels and standards are met
  • Keep daily, weekly, and monthly QA priorities updated
  • Monitor QA workload distribution
Alignment Sessions

  • 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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