QA Team Leader

2 months ago

Cape Town, Western Cape, South Africa CallForce Full time

Job Summary:

CallForce is a leading Business Process Outsourcing (BPO) service provider offering innovative customized contact center solutions to global markets.

We are seeking a highly motivated and experienced Quality Assurance Team Leader to join our dynamic team. As a QA Team Leader, you will 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 Quality Assurance analysts responsible for monitoring and evaluating sales agents' performance in international campaigns.
  • Develop and implement comprehensive Quality Assurance 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 Quality Assurance reports and metrics to track performance trends, identify root causes of quality issues, and recommend corrective actions to present to clients.
  • 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 Quality Assurance Team Leader or 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 Quality Assurance tools and software.

Why Join CallForce:

Competitive salary package.

Opportunity to lead and make a significant impact on the success of international sales campaigns.

Collaborative and supportive work environment.

Access to ongoing training and development programs.

Work with a diverse team and participate in exciting global campaigns.

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