Quality Assurance Team Leader

Main Purpose of Role:

To manage and support QA agents in achieving their required daily, weekly, and monthly performance targets. To take accountability for QA Agents performance through daily monitoring, compilation of reports and providing guidance to the QA Team.

Key Performance Areas:

• Ensuring that QA agents are aware of their daily, weekly, and monthly targets
• Monitoring performance and ensuring that targets are met, and calls are correctly passed or failed
• Having regularly meetings with the QA Team to allow for the open flow of communication
• Developing strong team co-operation and clear direction
• Providing encouragement and support to assist QA agents in achieving performance goals
• Monitor regular attendance and late coming by agents and following the correct disciplinary procedures
• Review and manage leave applications of QA agents to ensure that the QA Team is not impacted negatively
• Providing timeous and accurate reporting

Required Qualification:

• Grade 12
• Relevant Call Centre Certificate/ Diploma advantageous

Required Minimum Work Experience:

• 2 – 3 years’ experience in a Call Centre environment
• 1 years’ experience as Supervisor/ Team Leader role in a Call Centre

Technical and Behavioural Competencies Required:

Technical:

• MS Office skills- intermediate excel skills advantageous
• Report drafting skills
• Understanding Call Centre queues and QA metrics
• Knowledge of best practice within a QA environment

Behavioural:

• Self-driven
• Positive and energetic
• Structured and detail orientated
• Able to multi-task
• Relationship building
• Proactive – capable of identifying and initiating change
• Responsive
• Focus on implementation and delivery
• Approachable
• Able to work under pressure
• Attention to detail