Quality Assurance Team Leader

2 months ago

Cape Town, Western Cape, South Africa CallForce Full time
Quality Assurance Team Leader Job Description

At CallForce, we are seeking a highly skilled Quality Assurance Team Leader to play a pivotal role in maintaining the highest standards of quality and ensuring the success of our international sales campaigns.

Key Responsibilities:

  • Lead and manage a team of QA analysts responsible for monitoring and evaluating sales agents' performance in international campaigns.
  • Develop and implement comprehensive QA processes and guidelines to ensure adherence to sales scripts, compliance standards, and best practices.
  • Conduct regular quality assessments of sales calls, chat interactions, and other customer interactions to identify areas for improvement.
  • Provide feedback, coaching, and training to sales agents to enhance their sales skills, product knowledge, and customer service abilities.
  • Collaborate with campaign managers and trainers to develop and update training materials and ensure that sales agents are well-equipped to succeed.
  • Generate and analyze QA reports and metrics to track performance trends, identify root causes of quality issues, and recommend corrective actions.
  • Foster a culture of continuous improvement and quality excellence within the team.

Qualifications and Requirements:

  • 3+ years' experience in international sales campaigns, with a strong understanding of sales processes and techniques.
  • 3+ years' experience in a QA TL / similar role within a call center/ BPO or sales environment.
  • Excellent communication and leadership skills, with the ability to motivate and develop a high-performing team.
  • Proficiency in using QA tools and software.
  • Knowledge of international sales compliance regulations and standards.

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