Supervisor: Quality Assurance at LegalWise

Supervisor: Quality Assurance 

• Are you someone that is committed to and would never compromise on quality? 
• Do you understand the importance of delivering world-class service to customers? 
• Do you have a proven track record of successfully supervising a team of quality assurers/ analysts?

LegalWise is keen to acquire the expertise of an individual who will supervise a team of quality analysts and guide them in our quest to ensure exceptional quality of new business. The development and success of the team of quality analysts will be your number one priority!

Who’s right for the job?

• An individual who is passionate about sales.
• A proven track record of successfully supervising a team of quality assurers/ analysts.
• An individual who possesses a high level of emotional intelligence and resilience.
• An individual who is customer-centric in their approach and always puts the needs of customers first.
• An individual who has a proven track record of managing/supervising teams. 

LegalWise is eager to appoint a Champion who will bring their unique skill-set to the Company. In the interest of following ‘protocols’ let us unpack your responsibilities in a little more detail.

Let us unpack this below:

• You will be responsible for participating in the design of call monitoring and quality standards.
• You will need to use data to compile and track performance at team and individual level.
• You will be required to co-ordinate and facilitate information sessions for Call Centre staff in order to improve on areas of concern.
• You must review and score agent-customer conversations based on internal standards.
• Leveraging both “good” and “bad” conversations as learning opportunities.
• You will be required to prepare and analyse internal and external quality reports for management review.

 What will ensure that you qualify for this position?

• Matric/Grade 12 essential
• NQF Level 4
• Diploma with 4 – 6 years’ experience or Grade 12 with 6 – 8 years’ related experience
• Minimum of 4 – 6 years’ experience in quality assurance/control is essential
• You must be computer literate

Skills and Competencies Required:

• Must have the ability to speak clearly and professionally
• Must have a strong customer services orientation
• Ability to speak one other official South African language would be advantageous
• Thorough and critical attention to detail
• Achievement and action orientated
• Must be strong in monitoring and managing Call Centre Agent sales calls

Other Requirements:

• Must be willing to relocate at own cost
• ITC/criminal check will be a requirement
• Applicable psychometric assessment/s will be a requirement

Please note that LegalWise applies all recruitment and selection processes to the requirements of our EE plan and is committed to transformation.