Senior Quality Assurance Operations Manager
2 days ago
Talksure is seeking a highly skilled Senior Quality Assurance Operations Manager to lead our Quality Assurance team.
Main Purpose of the Role
Oversee and manage the day-to-day operations of a Quality Assurance team, ensuring effective monitoring and evaluation of agents on a regular basis.
Duties and Responsibilities
To ensure customer satisfaction through monitoring agent interaction with the customer.
• Collate and distribute reports to stakeholders.
• Liaise with sales departments to align QA strategies with business objectives.
• Analyse and monitor sales agent trends to identify areas for improvement.
• Audit sales and complete evaluation forms to maintain quality standards.
• Lead and support investigations into customer complaints and issues.
• Manage BYC processes to ensure efficient and effective operation.
Key Performance Indicators
Effective management of QA team to ensure high-quality customer interactions.
• Update sales agents lists to reflect changes in customer interactions.
• Provide QA agents productivity statistics to inform coaching and development.
• Monitor QA agent workload to ensure optimal utilization.
• Implement Attendance Management policies to maintain high staff engagement.
• Coach and develop QA agents to enhance their skills and performance.
Quality Monitoring
Collate and distribute reports to stakeholders.
• Lead and support investigations into customer complaints and issues.
• Analyse and monitor sales agent trends to identify areas for improvement.
Workflow Management
Ensure that agreed service levels and required standards are met.
• Establish clear and updated daily, weekly, and monthly QA priorities.
• Distribute and monitor QA workload to ensure efficient operation.
Calibration Sessions
Conduct calibration sessions between QA evaluators to ensure efficient and effective communication of customer wants and needs.
• Conduct and lead Calibration sessions with the sales team.
Qualifications and Experience Required
A minimum of 5 years experience as a Quality Assurance team leader in a contact centre environment.
• Intermediate level proficiency in MS Office applications.
Salary Range
R250 000 - R300 000 per annum, depending on experience.
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