Quality Assurance Team Leader

We are seeking an experienced and detail-oriented Quality Assurance Team Leader to oversee quality processes within our BPO environment. The successful candidate will manage QA performance, conduct audits, coach staff, identify areas for improvement, and ensure compliance with both client and company standards, driving operational excellence throughout the team.

Key Responsibilities:

• Lead and manage the QA team to maintain consistent monitoring standards
• Conduct call audits and quality evaluations across various campaigns
• Deliver coaching and constructive feedback to agents to enhance performance
• Identify trends, training gaps, and opportunities for operational improvement
• Prepare and present detailed quality reports to management
• Ensure compliance with company processes and client requirements
• Assist in the creation and maintenance of QA scorecards and processes
• Collaborate closely with clients and Operations teams to improve overall performance

Qualifications:

• Matric certificate or equivalent qualification

Experience:

• Previous experience in a Quality Assurance role within the BPO sector
• Minimum of 2 years’ leadership or Team Leader experience within a quality department

Essential Skills and Attributes:

• Strong understanding of KPIs and quality standards
• Excellent communication and coaching abilities
• High attention to detail and strong reporting skills
• Ability to thrive in a fast-paced, target-driven environment
• Proficiency in Microsoft Excel and reporting tools
• Experience in client interaction and stakeholder management

Working Hours:

• 09:00–18:00 / 10:00–19:00

Contact information

Josephine Govender