Qa Team Leader X2
4 weeks ago
Job Purpose TheQA Team Leader is responsible for managing the Quality Assurance (QA) team, ensuring adherence to call monitoring, evaluation, and performance improvement processes. This role plays a key part in maintaining and improving the quality of customer interactions, identifying performance gaps, and driving continuous improvement in line with business and client objectives. Required Qualification and Experience Matric / Grade 12 (essential) Must have a clear ITC and Criminal record Diploma / Degree in Business Management, Quality Management, or a related field (advantageous) 2–3 years' experience as a Quality Assurance Analyst / Coach in a call centre 1–2 years' experience in a leadership / supervisory role Proven track record in managing performance, coaching agents, and driving quality improvements Key Responsibilities Quality Assurance & Performance Monitoring Supervise QA analysts in monitoring and evaluating customer interactions across various channels. Ensure accurate scoring of interactions based on predefined evaluation criteria by performing "audit the auditor" checks. Conduct regular coaching and feedback sessions with QA analysts to enhance their evaluation accuracy and effectiveness. Work closely with call centre Team Leaders and Managers to identify and bridge performance gaps through targeted action plans. Reporting & Data Analysis Maintain and update QA reports and dashboards to track quality trends and agent performance. Conduct trend analysis to identify recurring issues and recommend process enhancements. Provide detailed insights and recommendations to management based on QA findings. Coaching & Calibration Organize and lead regular QA calibration sessions with coaches to ensure consistency in evaluation standards. Train and develop QA analysts to maintain high levels of accuracy and efficiency in quality monitoring. Process Improvement & Compliance Identify and implement process improvements to enhance customer satisfaction and operational efficiency. Ensure all customer interactions comply with client expectations, company policies, and regulatory requirements. Conduct root cause analysis on escalations and complaints to identify trends and preventive measures. KPI Management & Strategic Initiatives Define, monitor, and track key performance indicators (KPIs) for the QA team. Collaborate with different departments to align QA objectives with overall business goals. Drive initiatives that improve customer experience and call centre performance. #J-18808-Ljbffr
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QA Team Leader x2
4 weeks ago
Johannesburg, South Africa Trending Talent Solutions Full timeOverview QA Team Leader x2 – Nutun RX at Trending Talent Solutions. Manage the QA team, ensure adherence to call monitoring, evaluate performance and drive continuous improvement in line with business objectives. Location Johannesburg, Gauteng, South Africa Employment type Full-time Job function Management, Quality Assurance, Customer Service Key...
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QA Team Leader x2
4 weeks ago
Johannesburg, South Africa Trending Talent Solutions Full timeJob Purpose TheQA Team Leader is responsible for managing the Quality Assurance (QA) team, ensuring adherence to call monitoring, evaluation, and performance improvement processes. This role plays a key part in maintaining and improving the quality of customer interactions, identifying performance gaps, and driving continuous improvement in line with...
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QA Team Leader x2
1 week ago
Johannesburg Metropolitan Area, South Africa Trending Talent Solutions Full timeJob PurposeThe QA Team Leader is responsible for managing the Quality Assurance (QA) team, ensuring adherence to call monitoring, evaluation, and performance improvement processes. This role plays a key part in maintaining and improving the quality of customer interactions, identifying performance gaps, and driving continuous improvement in line with...
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QA Team Leader: Elevate Call Center Quality
4 weeks ago
Johannesburg, South Africa Trending Talent Solutions Full timeA leading talent management company in Johannesburg is seeking a QA Team Leader to manage the Quality Assurance team. The successful candidate will be responsible for overseeing call monitoring, evaluating performance, and implementing quality improvement processes. The role requires solid experience in quality assurance within a call center, along with...
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QA Team Lead: Elevate Call Quality
4 weeks ago
Johannesburg, South Africa Trending Talent Solutions Full timeA leading talent management firm in Johannesburg seeks a QA Team Leader to manage a team focused on quality assurance. This role involves supervising QA analysts, ensuring adherence to monitoring standards, and facilitating training and coaching to enhance performance. Required qualifications include a Matric certificate, a clean ITC and criminal record, and...
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customer support team leader
2 weeks ago
Johannesburg, Gauteng, South Africa fibertime™ Full timeCompany Descriptionfibertime is South Africa's fastest-growing telco, building affordable, pay-as-you-go internet access for township communities across the country. Our mission is simple: connect everyone to great, affordable internet — for R5 a day, no T&Cs.With operations expanding across all major provinces and a growth pipeline of over 2 million homes...
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Quality Assurance Team Leader
2 weeks ago
Johannesburg, Gauteng, South Africa Quantanite Full timeJob Title: QA Team Leader (DD)Location: Johannesburg, South Africa (Onsite)About UsQuantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world's fastest-growing brands scale smarter, work...
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Sales Team Leader
4 weeks ago
Johannesburg, South Africa Callforceoutsourcing Full timeOverview Creating purposeful careers as we build the future of contact centre solutions CallForce is an award‑winning BPO service provider of innovative customised contact centre solutions from South Africa to the global market. Responsibilities Provide strong leadership and mentorship to a team of sales representatives. Set performance expectations and...
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QA Officer
2 weeks ago
Johannesburg, South Africa Cartrack Full time**Listing reference**: cartr_000669 **Listing status**: Online **Position summary** **Industry**:Call Centre Industry**Job category**:Sales Assistant**Location**:Johannesburg**Contract**:Permanent**EE position**:No**Introduction** - We’re a world-leading smart mobility tech company with over 1,200,000 subscribers across 23 countries, and we’re looking...
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Quality Assurer X2
5 days ago
Johannesburg, South Africa Energy at Work Projects Full timeQuality Assurance Consultant x2 **Description**: The Quality Assurance Consultant / Coach will be required to listen to customer service calls conducted by a team of Funeral Customer Services Consultants. **Purpose of Job**: Perform quality assurance/quality control through monitoring and review of insurance customer service phone calls and...
