Senior Quality Assurance Operations Manager

2 days ago


Umhlanga, KwaZulu-Natal, South Africa Talksure Full time

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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