Overview
Quality Assurance Team Leader Jobs in Umhlanga, South Africa at Talksure
Location: Umhlanga
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 To ensure
customer satisfaction
through monitoring agent interaction with the customer.
• Collate and distribute send reports
• Liaise with sales departments
• Analyse and monitor sales agent trends
• Audit sales and completing evaluation form
• 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
• To conduct calibration sessions between the QA evaluators to ensure efficient and
effective communication
of 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 a
Quality Assurance
team 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.
Title: Quality Assurance Team Leader
Company: Talksure
Location: Umhlanga, South Africa
Category: Quality Assurance – QA/QC (QA Specialist / Manager, Quality Control / Manager)
