Quality Assurance Team Leader
12 hours ago
SURGO is currently recruiting for a remote working Quality Assurance Team Leader to join our fast growing team.
**Job purpose**:
The purpose of a QA Team Lead is to review, coach, train and develop QA agents to meet role, market and overall Customer Service environment targets and goals
Actively implement and strive to live the company’s core values every day
Work towards meeting and exceeding certain targets and goals
Technical Competencies
**Excellent Office Tools capabilities**: Excel, Word, PowerPoint etc. (or substitute programs)
Excellent Knowledge and navigation skills of all systems used directly and indirectly in Customer Service and used to effectively oversee a team
National Matric Certificate
Criminal record clear
Customer Query Resolution
Assistance to QA Agents in customer query resolution when the agents require assistance
Assistance on any escalated customer queries and complaints by QA Agents
Ability to identify customer satisfaction and need trends, and provide upward feedback to Snr QA Manager with proposed appropriate solutions
Meet and exceed Service Level Agreement targets and goals
Provide training and guidance to agents for all areas of improvements
Lead and monitor QA Agents
Conduct training and evaluations with QA Agents
Effective System Usage
Excellent knowledge and navigation skills of all associated CS Support systems
Ability to use Office systems to conduct performance analysis, and translate and convey findings and solutions
Reviewing of team role-related information to ensure adherence thereof, and adherence to targets and goals e.g. schedule, performance data, etc.
Proactively identifying and assisting team with system usage and navigation skills
Provide training and guidance to QA agents for all Effective System Usage tasks
Personal
Ability to work and cope under pressure
Ability to conduct tasks independently
Always act according to the company values
Conduct all tasks and behaviors with honesty, ethics and integrity
Be flexible and adaptable to business requirement of customer and company
Willing and able to work in 24/7 shift environment
**If working remotely**: reside in area with good data reception
Accept responsibility and accountability for own actions
Treat customer and everyone within the company with respect and dignity
Passion for customer support industry
Ability to recognize customer frustration and successfully address the situation
Aspiration to personal and company growth
Follow rules and regulations
Always do what is right
Effective time-management and prioritization skills
Willing and able to work outside of shift hours from time-to-time
High attention to detail, accuracy and comprehension
Effective presentation skills
Altruistic passion to team’s development
Motivate team to each agents’ unique goals
Ability to recognize, adapt, adopt and navigate different personality styles
Be willing and able to partake in difficult conversation and conflict resolution
Ability to recognize own limitations and seek assistance
Ability to delegate tasks and remain accountable for results
Facilitate environment of trust for team and peers
Provide innovation and creativity where possible to enhance the environment
Accountability and Responsibility for team, CS environment and company development, growth and success
Knowledge and Development
**Excellent knowledge of**: Product and Systems associated with CS Support environment
Understand how to read, understand, interpret, apply, and convey all performance metrics, simultaneously providing appropriate solutions
Ability to review and proactively identify, address, and share development of the team
Ability to introspect and proactively identify, address, and share own development needs
Ongoing self-development through research, reading and/or studying to be the best leader you can be
Develop outside of operational decisions into strategic processes
Contribute towards best practice principles
Efficiency and Quality
Consistently monitor, review, interpret, investigate, and enhance on team performance
Deliver consistent high levels of quality in all tasks
Proactively identify and analyze productivity and quality trends in the team, market, and CS overall, while also providing appropriate solutions to ensure continued performance gains
Coaching of team productivity and quality performance processes
Ownership of team reporting and administration
Ensuring weekly Quality Audits are completed
Conducting necessary deep dives into agent outlier performance to understand root cause and to provide effective and appropriate solutions to align outliers
Administration/ Reporting
Ensure all spreadsheets, and relevant trackers and databases are consistently up to date.
Review any information that is published regarding to team, market or customer service overall to ensure data is comprehensive and accurate
Accurate and consistent maintenance of any and all team perfor
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