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Quality Assurance Team Leader
3 months ago
**Talksure is looking for a highly qualified Quality Assurance Team Leader**
**MAIN PURPOSE OF THE ROLE**
Oversee and manage the day-to-day operations of a Quality Assurance team
**DUTIES AND RESPONSIBILITIES**
To ensure customer satisfaction through monitoring agent interaction with the customer.
- Collate and distribute send reports
- Liaise with sales departments
- Analyse and monitor sales agent trends
- Audit sales and completing evaluation form
- Lead and support investigations
- Management of BYC
To manage a QA team to ensure effective monitoring and evaluation of agents on a regular basis
- Update sales agents lists
- QA agents productivity statistics
- Monitor QA agent workload
- Attendance Management
- Coaching and development of QA agents.
QA Monitoring
- Collate and distribute reports
- Lead and support investigations
- Analyse and monitor sales agent trends
Workflow Management
- Ensure that agreed service levels and required standards are met
- Clear and updated daily, weekly, and monthly QA priorities
- QA Workload distribution and monitoring
Calibration sessions
- To conduct calibration sessions between the QA evaluators to ensure efficient and effective communication of customer wants and needs.
- QA inductions and oversight of the live dial process.
- QA refreshers held with the sales environment on request.
- Conduct and lead Calibration sessions with the sales team
**QUALIFICATIONS AND EXPERIENCE REQUIRED**
- Matric
- Minimum of 5 years experience as a Quality Assurance team leader in a contact centre
- Experience in an outbound contact centre (advantageous)
- Intermediate level for MS Office
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