Team Leader : Quality Analyst

Recruiter:

iSON Xperiences

Job Ref:

BPO00516

Date posted:

Tuesday, October 4, 2022

Location:

Randburg, South Africa

Salary:

Negotiable

JOB SUMMARY:
The Role:

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:

JOB DESCRIPTION:

The Role:
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

Skills and Experience:
Required Qualification:

Grade 12

Relevant Call Centre Certificate/ Diploma advantageous

Required Minimum Work Experience:

2 â?? 3 yearsâ?? experience in a Call Centre environment

1 yearsâ?? experience as Supervisor/ Team Leader role in a Call centre

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

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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Team Leader : Quality Analyst

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