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Quality Assurance Team Leader

4 months ago

Durban, South Africa Mr Price Group Full time

We’re on the search for a vibrant, self-disciplined Team Leader who will be responsible for managing a team of associates in our Quality Assurance department; to ensure that operational targets are met while ensuring an excellent customer experience.

**a day in your life?**

**Leadership & People Management**:

- Manages a team of CALL CENTRE agents to ensure that departmental targets are achieved through excellent customer experience, making use of training, performance management, succession planning and QA monitoring, reporting on all of these statistics.
- Creates and maintains an excellent associate experience by resolving any associate queries, conducting disciplinary action, and sustaining a positive team culture through culture initiatives.

**Customer Experience**:

- Ensures team provides excellent customer experience by providing coaching and guidance to associates. Responds to any escalated queries from customers and stores to ensure efficient problem resolution.

**what experience we’re looking for?**
- Grade: 12
- Certification: RE5 + FAIS
- 0-1 Team Leader Experience in Insurance/Sales
- National Credit Act.
- Consumer Protection Act.
- Debtors Processes.
- Protection of Personal Information (POPI) Act.
- Department of Consumer Affairs.
- Collections Processes.

**about us**

**more about who we are