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Head of Quality Assurance and Compliance
2 weeks ago
We are seeking a highly skilled Quality Assurance Team Leader to join our team at Talksure. In this role, you will be responsible for leading a team of quality assurance professionals, ensuring that sales agents meet the required standards, and providing coaching and training to improve performance.
Main Responsibilities
The successful candidate will monitor agent interactions, collate and distribute reports, liaise with sales departments, analyse and monitor sales agent trends, audit sales, lead investigations, manage BYC, and coach and develop QA agents. They will also conduct calibration sessions between QA evaluators to ensure efficient communication of customer wants and needs.
Qualifications and Experience
Candidates must have a Matric qualification, a minimum of 5 years' experience as a Quality Assurance team leader in a contact centre, and experience in an outbound contact centre (advantageous). Intermediate-level Microsoft Office skills are also essential.
Company Overview
Talksure is a dynamic company that values innovation, excellence, and customer satisfaction. We strive to create a positive work environment that encourages teamwork, creativity, and growth.
