Job Description

Job Title: Call Center QA Team Leader

Location: Rosebank

Job Type: [Full-time

Department: Quality Assurance / Customer Service/Sales

About the Role:

We're looking for a highly motivated and detail-oriented QA Team Leader to oversee the Quality Assurance operations of our call center. In this role, you'll be responsible for monitoring, coaching, and supporting QA Analysts, ensuring our customer interactions meet high-quality standards and align with company values and compliance requirements.

Key Responsibilities:

Lead and manage the QA team, ensuring consistent application of call monitoring processes.

Develop and maintain quality monitoring forms, evaluation criteria, and QA guidelines.

Review and analyze QA reports and call data to identify trends, gaps, and areas for improvement.

Provide regular feedback, coaching, and training sessions to QA Analysts and call center agents.

Collaborate with operations managers to align quality goals with performance metrics.

Conduct regular audits of agent interactions (calls, chats, emails) to maintain service excellence.

Assist in developing and implementing continuous improvement initiatives.

Ensure compliance with company policies, industry standards, and customer expectations.

Requirements:

Proven experience in a call center QA role, with at least 2 years in a leadership or supervisory capacity.

Strong understanding of call center operations, KPIs, and quality standards.

Excellent communication, analytical, and leadership skills.

Ability to coach, mentor, and inspire team members.

High attention to detail and a passion for delivering outstanding customer experiences.

Preferred Qualifications:

Bachelor's degree in Business, Communications, or a related field.

Experience in [industry 4 years

Familiarity with remote/hybrid QA processes and global call center environments.

Why Join Us?

A dynamic and collaborative work environment.

Be part of a team committed to delivering excellence and innovation in customer experience.

How to Apply:

If you're a quality-driven leader ready to make a real impact, we'd love to hear from you! Submit your resume and a brief cover letter outlining your QA and leadership experience. exclusiveessentialsrecruitment@gmail.com

Job Type: Full-time

Work Location: In person

Application Deadline: 2025/03/30