Quality Assurance Team Leader at Hollywoodbets

• We have an amazing opportunity for a Quality Assurance Team Leader be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?
• The successful candidate will be responsible for leading a team of QA assessors who monitor and evaluate customer interactions to ensure adherence to quality standards and compliance policies. The QA team leader oversees the execution of quality monitoring processes, provides guidance to the QA team, and collaborates with operations to improve service delivery and agent performance.

With Hollywoodbets You Will:

• Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
• Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
• Grow with our development plans and culture that allows you to further your career.

You Bring:

• 3-years Call Centre experience in a customer service role.
• Reporting and analysis or QA experience.

A Bonus to have:

• Betting experience
• Team management experience.

What You’ll do for the Brand:

• Supervise the daily operations of the QA department and QA team, with assessors responsible for monitoring and evaluating customer interactions (calls, emails, chats & other).
• Ensure alignment of Contact Centre SOP’s and QA training, coaching and assessment
• Oversee the integration of QA assessment and coaching for Social Media and other online platforms
• Management and allocation of team tasks and duties
• Conduct regular quality calibration sessions with team members and operations respectively, to ensure consistent scoring and alignment with business goals (to align with scorecards and guidelines).
• Collate QA reports for contact centre and statistics for campaigns.
• Highlight areas of development based on contacts evaluated, (either product knowledge, soft skills/telephone etiquette etc.) and provide feedback to the contact centre management team
• Provide collated monthly reporting on contact centre progress.
• Manage reporting on QA activities, including key performance indicators (KPIs) such as agent adherence to quality standards.
• Oversee training guide creation and coaching training content based on the insights taken from evaluations.
• Identify trends and effectively alert the respective Departmental Management team.
• Develop and implement corrective measures for implementation by Management.
• Handle escalated issues and coach QA assessors on complex evaluations and feedback delivery.
• Drive continuous improvement initiatives by identifying gaps and implementing process enhancements.
• Stay updated on industry trends and best practice in quality assurance and contact centre operations.
• Any other ad hoc duties that might be required.

What You’ll Bring to the Team:

• Quality focused
• Good listening skills
• Strong coaching ability
• Customer Service Excellence
• Exceptional reporting and admin skills
• Knowledge of betting types and procedures.