Overview
Quality Assurance Team Leader Jobs in Umhlanga Rocks, South Africa at Talksure
Talksure is looking for a highly qualifiedQuality AssuranceTeam Leader
MAINPURPOSEOF THE ROLE
Oversee and manage the day-to-day operations of aQuality Assuranceteam.
Duties And Responsibilities
To ensurecustomer satisfactionthrough monitoring agent interaction with the customer:
Collate and distribute reports
Liaise with sales departments
Analyse and monitor sales agent trends
Audit sales and complete evaluation forms
Lead and support investigations
Management of BYC
To manage a QA team to ensure effective monitoring and evaluation of agents on a regular basis:
Update sales agents lists
QA agents productivity statistics
Monitor QA agent workload
Attendance Management
Coaching and development of QA agents
QA Monitoring:
Collate and distribute reports
Lead and support investigations
Analyse and monitor sales agent trends
Workflow Management:
Ensure that agreed service levels and required standards are met
Clear and updated daily, weekly, and monthly QA priorities
QA Workload distribution and monitoring
Calibration sessions:
Conduct calibration sessions between the QA evaluators to ensure efficient andeffective communicationof customer wants and needs.
QA inductions and oversight of the live dial process.
QA refreshers held with the sales environment on request.
Conduct and lead Calibration sessions with the sales team.
Qualifications And Experience Required
Matric
Minimum of 5 years experience as aQuality Assuranceteam leader in a contact centre
Experience in an outbound contact centre (advantageous)
Intermediate level for MS Office
NB:
Thank you for choosing Talksure as your employer of choice. Please note that 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.
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Title: Quality Assurance Team Leader
Company: Talksure
Location: Umhlanga Rocks, South Africa
Category: Quality Assurance – QA/QC
