Quality Assurance Team Leader

SURGO is currently recruiting for a remote working Quality Assurance Team Leader to join our fast growing team.

**Job purpose**:
The purpose of a QA Team Lead is to review, coach, train and develop QA agents to meet role, market and overall Customer Service environment targets and goals

Actively implement and strive to live the company’s core values every day

Work towards meeting and exceeding certain targets and goals

Technical Competencies

**Excellent Office Tools capabilities**: Excel, Word, PowerPoint etc. (or substitute programs)

Excellent Knowledge and navigation skills of all systems used directly and indirectly in Customer Service and used to effectively oversee a team

National Matric Certificate

Criminal record clear

Customer Query Resolution

Assistance to QA Agents in customer query resolution when the agents require assistance

Assistance on any escalated customer queries and complaints by QA Agents

Ability to identify customer satisfaction and need trends, and provide upward feedback to Snr QA Manager with proposed appropriate solutions

Meet and exceed Service Level Agreement targets and goals

Provide training and guidance to agents for all areas of improvements

Lead and monitor QA Agents

Conduct training and evaluations with QA Agents

Effective System Usage

Excellent knowledge and navigation skills of all associated CS Support systems

Ability to use Office systems to conduct performance analysis, and translate and convey findings and solutions

Reviewing of team role-related information to ensure adherence thereof, and adherence to targets and goals e.g. schedule, performance data, etc.

Proactively identifying and assisting team with system usage and navigation skills

Provide training and guidance to QA agents for all Effective System Usage tasks

Personal

Ability to work and cope under pressure

Ability to conduct tasks independently

Always act according to the company values

Conduct all tasks and behaviors with honesty, ethics and integrity

Be flexible and adaptable to business requirement of customer and company

Willing and able to work in 24/7 shift environment

**If working remotely**: reside in area with good data reception

Accept responsibility and accountability for own actions

Treat customer and everyone within the company with respect and dignity

Passion for customer support industry

Ability to recognize customer frustration and successfully address the situation

Aspiration to personal and company growth

Follow rules and regulations

Always do what is right

Effective time-management and prioritization skills

Willing and able to work outside of shift hours from time-to-time

High attention to detail, accuracy and comprehension

Effective presentation skills

Altruistic passion to team’s development

Motivate team to each agents’ unique goals

Ability to recognize, adapt, adopt and navigate different personality styles

Be willing and able to partake in difficult conversation and conflict resolution

Ability to recognize own limitations and seek assistance

Ability to delegate tasks and remain accountable for results

Facilitate environment of trust for team and peers

Provide innovation and creativity where possible to enhance the environment

Accountability and Responsibility for team, CS environment and company development, growth and success

Knowledge and Development

**Excellent knowledge of**: Product and Systems associated with CS Support environment

Understand how to read, understand, interpret, apply, and convey all performance metrics, simultaneously providing appropriate solutions

Ability to review and proactively identify, address, and share development of the team

Ability to introspect and proactively identify, address, and share own development needs

Ongoing self-development through research, reading and/or studying to be the best leader you can be

Develop outside of operational decisions into strategic processes

Contribute towards best practice principles

Efficiency and Quality

Consistently monitor, review, interpret, investigate, and enhance on team performance

Deliver consistent high levels of quality in all tasks

Proactively identify and analyze productivity and quality trends in the team, market, and CS overall, while also providing appropriate solutions to ensure continued performance gains

Coaching of team productivity and quality performance processes

Ownership of team reporting and administration

Ensuring weekly Quality Audits are completed

Conducting necessary deep dives into agent outlier performance to understand root cause and to provide effective and appropriate solutions to align outliers

Administration/ Reporting

Ensure all spreadsheets, and relevant trackers and databases are consistently up to date.

Review any information that is published regarding to team, market or customer service overall to ensure data is comprehensive and accurate

Accurate and consistent maintenance of any and all team perfor