We are excited to offer an exciting opportunity for a Team Leader: Quality Assurance who will play a pivotal role in ensuring that our customer experience within the customer support teams achieves First Contact Resolution and delivers World Class Service. In this position, you will monitor and assess the quality of customer interactions across all channels, ensuring that every touchpoint meets our high standards. Reporting directly to the Quality Assurance Manager, you will lead a team of Quality Assurance Specialists, guiding them to enhance their performance and align with the company's expectations.
In this role, you will collaborate closely with Customer Support Group Team Leads, Marketing, Customer Experience, and Learning and Development teams internally, while also engaging with business partners and customers externally. Your leadership will be instrumental in fostering a culture of excellence and continuous improvement within the Quality Assurance function.
Duties and Responsibilities (Include but are not limited to):
Audit evaluations handled by the QA Specialists
Create and improve customer support scorecards and scripts
Create duty roster for the QA Team
Monitor the team's shift adherence
Monitor QA specialists' performance
Assess each customer support unit's operational adherence to the QA process outline
Track all QA scores and trends daily
Attend all quality calibrations and team meetings
Conduct one-on-one meetings with QA Specialists
Identify and report on product, service, systems, and process gaps
Create and improve customer support process flows and Standard Operating Procedures
Coach and develop QA Specialists
Handle escalations from the QA team
Assist Quality Assurance Manager with audits as needed
Conduct weekly feedback sessions with the QA Manager to discuss individual and team performance
Proactively communicate internally with key stakeholders and management concerning quality issues, improvement initiatives, and overall performance of the team
Reporting
Provide QA Manager and Customer Support Managers with weekly/monthly combined assessment reports based on the errors made and discuss performance
Provide and highlight trend analysis which will identify growing trends
Provide a monthly report to business, which illustrates customer support quality scores, trends, and calibration variances
Self-Development
Ensure that product knowledge is continuously developed in the QA space and that the required standard for product knowledge is maintained
Look for opportunities to develop and improve competencies
Ability to apply logic and methods to solve difficult problems with effective solutions
Ability to work with minimum supervision, adapt to a changing environment quickly, and think independently
Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment
Demonstrate attention to detail and accuracy in work, especially in composing, typing, and proofing, establishing priorities and meeting deadlines
Results-driven, bottom-line oriented, strive to exceed goals, and motivate self and others to achieve positive outcomes
Communicate effectively both verbally and in writing with managers, colleagues, and individuals inside and outside the organization
Exhibit a professional manner in dealing with others and work to maintain constructive working relationships
Key Requirements
Grade 12 or equivalent
Degree/Diploma (Desirable)
Mukuru call centre training course (Essential)
3 – 5 years customer service experience (Essential)
QA experience in a contact centre environment (Essential)
1-2 years leadership or management experience (Essential)
6 – 12 months data analysis (Desirable)
Knowledge of money transfer procedures
Knowledge of FICA regulations
Knowledge of African currencies
Knowledge of customer service principles
Knowledge of communication techniques and practices
Knowledge of scripting
Knowledge of surveying
Additional Skills
Ability to handle multiple tasks in a production-driven environment
Ability to adapt well to new situations and shifting priorities
Conflict and stress management skills
Coaching and ability to give constructive criticism
Facilitating skills
Analytical skills to assimilate data from different systems and create actionable insights
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S DIVERSITY AND INCLUSION PLANS.
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