QA Coordinator

**Job ID**:13160**Position Type**:Full-Time**Job Function**:Call Centre**Workplace Type**:Contact Centre**Division**:TFG Financial Services**Province**:Western Cape**Location**:Cape Town North**Suburb**:Parow (Parow)Position Description:
**Call Centre - QA Coordinator**

**A challenging position exists in the telemarketing department for an analytical yet vibrant individual to join the QA team.**

**Your key outputs would include**:

- Leading a team of quality assessors within an operational support role as a leader of others.
- Ensuring that the daily, weekly and monthly productivity targets are met according to the department’s SLA
- Measure adherence to compliance by ensuring fair and mínimal variance against the relevant legislation
- Ensure reports and trends are compiled accurately in line with the specific portfolio
- Provide feedback on quality related issues and training needs to the relevant stakeholders
- Conduct monthly QA communication and calibration session with operational stakeholders
- Identify opportunities and provide recommendations for quality and business process improvements
- Matric
- Relevant qualification (advantageous)
- FAIS RE5 accredited (advantageous)
- Be willing to commit to continuous learning
- Minimum 2yrs Quality Assessor leadership experience
- 1yr leadership experience in a services and sales contact centre environment
- Working experience with voice logging systems
- Intermediate MS Excel skills
- Excellent written and communication skills
- Strong numerical and analytical skills
- Ability to work in a pressurized and deadline driven environment
- Effectively persuade and influence relevant stakeholders
- Excellent attention to detail, planning and problem solving skills