Job Purpose
The QA Team Leader is responsible for managing the Quality Assurance (QA) team, ensuring adherence to call monitoring, evaluation, and performance improvement processes. This role plays a key part in maintaining and improving the quality of customer interactions, identifying performance gaps, and driving continuous improvement in line with business and client objectives.
Required Qualification and Experience:
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Matric / Grade 12 (essential)
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Must have a clear ITC and Criminal record
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Diploma/Degree in Business Management, Quality Management, or a related field (advantageous)
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2–3 years’ experience as a Quality Assurance Analyst/Coach in a call centre
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1–2 years’ experience in a leadership / supervisory role
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Proven track record in managing performance, coaching agents, and driving quality improvements
Key Responsibilities:
Quality Assurance & Performance Monitoring
- Supervise QA analysts in monitoring and evaluating customer interactions across various channels.
- Ensure accurate scoring of interactions based on predefined evaluation criteria by performing "audit the auditor" checks.
- Conduct regular coaching and feedback sessions with QA analysts to enhance their evaluation accuracy and effectiveness.
- Work closely with call centre Team Leaders and Managers to identify and bridge performance gaps through targeted action plans.
Reporting & Data Analysis
- Maintain and update QA reports and dashboards to track quality trends and agent performance.
- Conduct trend analysis to identify recurring issues and recommend process enhancements.
- Provide detailed insights and recommendations to management based on QA findings.
Coaching & Calibration
- Organize and lead regular QA calibration sessions with coaches to ensure consistency in evaluation standards.
- Train and develop QA analysts to maintain high levels of accuracy and efficiency in quality monitoring.
Process Improvement & Compliance
- Identify and implement process improvements to enhance customer satisfaction and operational efficiency.
- Ensure all customer interactions comply with client expectations, company policies, and regulatory requirements.
- Conduct root cause analysis on escalations and complaints to identify trends and preventive measures.
KPI Management & Strategic Initiatives
- Define, monitor, and track key performance indicators (KPIs) for the QA team.
- Collaborate with different departments to align QA objectives with overall business goals.
- Drive initiatives that improve customer experience and call centre performance.