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The Ignition Group is one of Africa's largest providers of technology, media, telecommunication and financial services, and is built around a powerful purpose - to make life better through innovative technology. We approach markets that are traditionally complex and contested, and then simplify them, making life easier for consumers, and business more effic...
Job Advert:
Job Advert:
The role:
The purpose of the QA Team Leader would be to set monthly targets with QA Manager and QA Department Manager. To manage the QA Departments campaign function for the Call Centre by providing support to the call centre through optimizing internal processes and interaction with the Campaign management.
The detail:
Manage day to day running of the Designated QA team(all aspects) · Regular performance appraisal and audits with QA agents will be conducted by you, to ensure that QA agents are complaint - weekly reviews to be done and presented to management on a weekly basis and is included in your KPI benchmark. · Daily QA agent productivity targets will be set by your Campaign Manager / Group Quality Manager and managed by you. Advising TL’s, CM’s and other Management on areas of concern with regards to Quality/ Compliance. · Manage attendance, discipline, leave administration and planning, of QA agents allocated to you is required, all documents is to be controlled and collated by you and supplied to QA Campaign Manager / HR for administration. · Maintain discipline within the team, Initiate Disciplinary Action with assistance from HR. · You will be required to implement documented performance management programmes – CDP/PIP. · Coaching on compliance requirements with individual sales agents / teams will be required as need dictates, targets will be set and included in your KPI’s. · You are required to report on, and manage Campaign compliance scoring and ongoing issues noted on your stipulated Campaign from weekly. · As a QA Team Leader, you will be required to perform daily administration of QA allocations, QA ratios are to be managed in accordance with Campaign Specification. · Adhoc functions as instructed by management.We’d love to hear from you if...
- 1-2 years QA experience ·
- Supervisory/ management/ team leader experience ·
- Experience within a call centre sales/ QA environment
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