Vodacom Team Leader : Quality Analyst

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 targetsMonitoring performance and ensuring that targets are met, and calls are correctly passed or failedHaving regularly meetings with the QA Team to allow for the open flow of communicationDeveloping strong team co-operation and clear directionProviding encouragement and support to assist QA agents in achieving performance goalsMonitor regular attendance and late coming by agents and following the correct disciplinary proceduresReview and manage leave applications of QA agents to ensure that the QA Team is not impacted negativelyProviding timeous and accurate reportingRequired Qualification:Grade 12 Relevant Call Centre Certificate/ Diploma advantageousRequired Minimum Work Experience:2-3 years' experience in a Call Centre environment1 year's experience as Supervisor/ Team Leader role in a Call centreMS Office skills- intermediate excel skills advantageousReport drafting skillsUnderstanding Call Centre queues and QA metricsKnowledge of best practice within a QA environment#J-18808-Ljbffr