Quality Assurance Team Leader

Talksure is looking for a highly qualified Quality Assurance Team Leader

MAIN PURPOSE OF THE ROLE

Oversee and manage the day-to-day operations of a Quality Assurance team.

DUTIES AND RESPONSIBILITIES

1. Ensure customer satisfaction through monitoring agent interaction with the customer.
2. Collate and distribute reports.
3. Liaise with sales departments.
4. Analyse and monitor sales agent trends.
5. Audit sales and complete evaluation forms.
6. Lead and support investigations.
7. Manage BYC.
8. Manage a QA team to ensure effective monitoring and evaluation of agents on a regular basis.
9. Update sales agents lists.
10. Monitor QA agents' productivity statistics.
11. Monitor QA agent workload.
12. Manage attendance.
13. Coach and develop QA agents.

QA Monitoring

1. Collate and distribute reports.
2. Lead and support investigations.
3. Analyse and monitor sales agent trends.

Workflow Management

1. Ensure that agreed service levels and required standards are met.
2. Clear and update daily, weekly, and monthly QA priorities.
3. Distribute and monitor QA workload.

Calibration Sessions

1. Conduct calibration sessions between the QA evaluators to ensure efficient and effective communication of customer wants and needs.
2. Oversee QA inductions and the live dial process.
3. Hold QA refreshers with the sales environment on request.
4. Conduct and lead calibration sessions with the sales team.

QUALIFICATIONS AND EXPERIENCE REQUIRED

1. Matric.
2. Minimum of 5 years experience as a Quality Assurance team leader in a contact centre.
3. Experience in an outbound contact centre (advantageous).
4. Intermediate level for MS Office.

NB: Thank you for choosing Talksure as your employer of choice. If you do not hear from us within 14 working days after the closing date of the advert, please regard your application as unsuccessful. We wish you well in your future endeavors.