Team Lead: Quality Assurance

We are excited to offer an exciting opportunity for a Team Leader: Quality Assurance who will play a pivotal role in ensuring that our customer experience within the customer support teams achieves First Contact Resolution and delivers World Class Service. In this position, you will monitor and assess the quality of customer interactions across all channels, ensuring that every touchpoint meets our high standards. Reporting directly to the Quality Assurance Manager, you will lead a team of Quality Assurance Specialists, guiding them to enhance their performance and align with the company’s expectations.

In this role, you will collaborate closely with Customer Support Group Team Leads, Marketing, Customer Experience, and Learning and Development teams internally, while also engaging with business partners and customers externally. Your leadership will be instrumental in fostering a culture of excellence and continuous improvement within the Quality Assurance function.

Duties and Responsibilities (Include but are not limited to):

• Audit evaluations handled by the QA Specialists
• Create and improve customer support scorecards and scripts
• Create duty roster for the QA Team
• Monitor the team’s shift adherence
• Monitor QA specialists' performance
• Assess each customer support unit's operational adherence to the QA process outline
• Track all QA scores and trends daily
• Attend all quality calibrations and team meetings
• Conduct one-on-one meetings with QA Specialists
• Identify and report on product, service, systems, and process gaps
• Create and improve customer support process flows and Standard Operating Procedures
• Coach and develop QA Specialists
• Handle escalations from the QA team
• Assist Quality Assurance Manager with audits as needed
• Conduct weekly feedback sessions with the QA Manager to discuss individual and team performance
• Proactively communicate internally with key stakeholders and management concerning quality issues, improvement initiatives, and overall performance of the team

Reporting

• Provide QA Manager and Customer Support Managers with weekly/monthly combined assessment reports based on the errors made and discuss performance
• Provide and highlight trend analysis which will identify growing trends
• Provide a monthly report to business, which illustrates customer support quality scores, trends, and calibration variances

Self-Development

• Ensure that product knowledge is continuously developed in the QA space and that the required standard for product knowledge is maintained
• Look for opportunities to develop and improve competencies
• Ability to apply logic and methods to solve difficult problems with effective solutions
• Ability to work with minimum supervision, adapt to a changing environment quickly, and think independently
• Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment
• Demonstrate attention to detail and accuracy in work, especially in composing, typing, and proofing, establishing priorities and meeting deadlines
• Results-driven, bottom-line oriented, strive to exceed goals, and motivate self and others to achieve positive outcomes
• Communicate effectively both verbally and in writing with managers, colleagues, and individuals inside and outside the organization
• Exhibit a professional manner in dealing with others and work to maintain constructive working relationships

Key Requirements

• Grade 12 or equivalent
• Degree/Diploma (Desirable)
• Mukuru call centre training course (Essential)
• 3 – 5 years customer service experience (Essential)
• QA experience in a contact centre environment (Essential)
• 1-2 years leadership or management experience (Essential)
• 6 – 12 months data analysis (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies
• Knowledge of customer service principles
• Knowledge of communication techniques and practices
• Knowledge of scripting
• Knowledge of surveying

Additional Skills

• Ability to handle multiple tasks in a production-driven environment
• Ability to adapt well to new situations and shifting priorities
• Conflict and stress management skills
• Coaching and ability to give constructive criticism
• Facilitating skills
• Analytical skills to assimilate data from different systems and create actionable insights

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS.