Quality Assurance Team Leader

12 hours ago


Johannesburg, South Africa Surgo HR & Training Full time

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



  • Johannesburg, South Africa FirstRand Full time

    Job Description Dear Future, Quality Assurance Team Leader This role requires you to manage the day to day operations to ensure that processes, business rules and policies are being adhered to across all operations and strive to improve efficiency and conformance to standards and practices Are you someone who can do the following: - Cultivate and manage...


  • Johannesburg, South Africa Pronto Labour Team Full time

    **QUALITY ASSURANCE OFFICER -**: - Degree in Quality, Engineering, Commerce **OR** Chemistry - Minimum 2-3 Years' experience in Production or Manufacturing (Preferably explosives Manufacturing) - Knowledge of ISO 9001 and Quality Tools and Techniques preferable - Internal Auditor ISO 9001 - Appropriate ISO Quality Qualification and accreditation or...


  • Johannesburg, South Africa Pronto Labour Team Full time

    **Quality Assurance Officer**: - Degree in Quality, Engineering, Commerce or Chemistry - 2-3 year's experience in Production or Manufacturing **Preferably explosives** **Manufacturing**) - Knowledge of ISO 9001 and Quality tools and Technicals - Internal Auditor IS) 9001 - Appropriate ISO Quality qualifications and Accreditation or Quality...


  • Johannesburg, South Africa Only the Best Full time

    **Skills**: - Client ServiceInsuranceQuality AssuranceSales **Industries**: - Banking **Description**: **Accountability: Audit Process **Outputs to deliver this accountability: Contract and document individual targets and performance with Quality Assured Team Leader on calls to be audited and evaluated per day as per the evaluation checklist to ensure...


  • Johannesburg, South Africa Pronto Labour Team Full time

    **QUALITY ASSURANCE/QUALITY CONTROL Supervisor**: - **MUST HAVE: Diploma in Food Tech/Biotech/Food & Nutrition OR Analytical Chemistry** - **1-2 Years' Relevant experience**: - **FMCG, Manufacturing Sector experience Essential**: - **Proven ability to Manage, Maintain & Deliver**: - **Quality Output**: - **Food Safety Team Coordinator**: -...

  • Quality Assurer

    1 month ago


    Johannesburg, South Africa FirstRand Full time

    Job Description To facilitate quality delivery and ensure adherence to quality standards across various business segments. Hello Future Quality Assure Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our team in...

  • Quality Assurance

    7 months ago


    Johannesburg, South Africa Quantanite Full time

    Quantanite is looking for a Quality Assurance individual to assist in championing the need for continuous improvement by analyzing data and measuring and driving high performance, through Quality initiatives, report on the Quantanite quality Standards and performance data to operations and evaluate contact centre agent quality in line with the Quantanite...


  • Johannesburg, South Africa Pronto Labour Team Full time

    **JNR QUALITY ASSURANCE SUPERVISOR -** with 1-2 Year's experience - Jhb South area, Gauteng **JNR QUALITY ASSURANCE SUPERVISOR** - MUST have 1-2 Year's relevant experience - **Diploma or Degree**: Food Tech Biotech Food & Nutrition **OR** Analytical Chemistry - ** MUST have** **FMCG, Manufacturing Sector experience**: - Coordinate the Implementation,...


  • Johannesburg, South Africa FirstRand Full time

    About us, purpose, experience and qualifications **about us**: - make a promise - be deeply invested - value our differences - build trust, not territory - have courage - always do the right thing **purpose**: - To manage the day to day operations to ensure that processes, business rules and policies are being adhered to across all operations and strive...

  • Pmca Team Leader

    2 days ago


    Johannesburg, South Africa Rand Mutual Assurance Full time

    **THE JOB AT A GLANCE** As the PMCA Team Leader, you will be responsible for management and overseeing of all aspects of RMA pensioner medical care and to oversee subordinates. **WHAT WILL YOU DO?** - Ensure delivery of manged care to RMA pensioners including care for Custodial Pensioners at RMA sub-Acute Rehab Hospital - Assist and support PMCA on...


  • Johannesburg, South Africa Pronto Labour Team Full time

    **Jnr Quality/Assurance ANALYST** (MUST currently work as an Analyst with Minimum 1-2 Year's experience in the FMCG Industry) - Nasrec, Jhb area (**MUST stay within reasonable distance** - **Clearly Stipulate if your are **Willing to Relocate at Own** **Cost on your Resume/CV**) **Jnr QUALITY/ASSURANCE ANALYST -MUST currently work as an ANALYST** ** Should...


  • Johannesburg, South Africa Six Sense Full time

    Gauteng, Johannesburg - Annually Cost To Company (Market related) A well-established short term insurer is seeking to appoint a Quality Assurance Specialist Performs complex level proactive (risk) reviews, quality assurance follow-ups, continuous monitoring projects and general quality assurance support to key stakeholders. **QUALIFICATIONS &...


  • Johannesburg, South Africa Hollard Recruitment Full time

    **Job Advert Summary**: Job Purpose Create an environment of trust, open communication, creative thinking and drive high performance The Team Leader is responsible for running the daily operations management of the team, as well as providing the vision and team objectives to all members Create operational efficiencies in utilisation of management...


  • Johannesburg, South Africa Affirmative Portfolios Full time

    **Finance ~ Insurance** **JHB Central** ***: **Quality Assurance Specialist - Illovo** **Permanent - Salary Market Related** **Job Summary and role** Performs complex level proactive (risk) reviews, quality assurance follow-ups, continuous monitoring projects and general quality assurance support to key stakeholders. Works involves leading and conducting...


  • Johannesburg, South Africa Chart Industries Full time

    Quality Assurance Manager **Location**: Johannesburg, Gauteng, South Africa, 2091 **Company**: Chart Industries **_Ensuring Chart’s Success _** Howden, a Chart Industries Company, is a global leader in air and gas handling products, services, and solutions. Howden’s core focus is on providing quality solutions for air and gas handling and has over a...


  • Johannesburg, South Africa OneSpark (Pty) Ltd Full time

    We always strive to bring out the best in our people by developing and guiding them to be successful. The leader is responsible for the effective management of the team and ensuring the necessary corrective action is taken to mitigate any risk to the business. The role requires someone who is passionate about leading people and at the same time achieve the...

  • Quality Assurance

    1 week ago


    Johannesburg, South Africa AV Group South Africa Full time

    We are looking for a Quality Assurance professional to join an international team in the tech industry. The role responsibilities include c conducting tests and inspections, writing scripts, identifying production, process, or product issues, and presenting solutions. Our requirements: - Proven experience working in a similar role within the tech industry,...


  • Johannesburg, South Africa Sanlam Full time

    CAREER OPPORTUNITY- This opportunity is available at Non-Motor Front Office Quality Department for a Quality Assurance Consultant based in Parktown.- WHAT WILL YOU DO?- This job functions as a professional specialist and the successful incumbent will be responsible for advising and assisting Non-Motor SOS Agents with registration quality and provide them...

  • Quality Assurer

    2 months ago


    Johannesburg, South Africa FirstRand Full time

    Job Description To facilitate quality delivery and ensure adherence to quality standards across various business segments. To ensure implementation of identified quality methodologies and improvement initiatives. Hello Future Quality Assurer, Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services...

  • Quality Assurance

    7 months ago


    Johannesburg, South Africa Adcorp Holdings Full time

    **Synopsis** Our client is in search of a talented and dedicated **Quality Assurance Professional** to join their team. If you are passionate about maintaining the highest standards of quality and ensuring compliance with industry regulations, we want to hear from you! **Qualification and Experience** - Must possess a suitable tertiary qualification in...