Quality Assurance Team Leader

2 days ago


Umhlanga, South Africa Durpro Workforce Solutions Full time

Excellent opportunity for results focused leader, with the ability to mentor and develop QA Team, to join leading Call Centre within Global Business Services Industry. This assertive individual will be required to:

- Lead a team of specialists dedicated to capturing insight into the quality of Customer Experience being delivered and identify initiatives and opportunities ensuring continuous improvement.
- Be accountable for the effective and timely communication of all information, activities relating to customer experience and operations.
- Produce regular Customer Experience reports highlighting the ongoing performance of Operations against agreed KPIs and outcomes.
- Chair QA meetings with key stakeholders to review performance and agree the priorities for future improvement initiatives, as well as calibration sessions.
- Attend daily and weekly operational business review meetings.

Education and Qualifications required:

- Matric minimum
- At least 3 years of experience as a Team Leader within a Call Centre environment
- At least 3 years of experience within Quality Assurance Department within a Call Centre environment
- Strong computer literacy
- Ability to work shifts

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Umhlanga, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

**Experience**:

- Quality Assurance within a Call Centre environment: 3 years (required)
- as a Team Leader within a Call Centre environment: 3 years (required)



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