Quality Assurance Team Leader (Call Centre)

Recruiter:

Telebest

Job Ref:

DBO000394/KD

Date posted:

Monday, August 30, 2021

Location:

Durban, South Africa

SUMMARY:
Leading global BPO client is looking for Quality Team Leader to join their team based in Durban. MUST have international BPO client/campaign experience within the USA market.

An exciting opportunity for you to show off you proven quality experience with a can-do attitude and proactive approach to all tasks and challenges as a Quality Team Leader.

POSITION INFO:

In this role, the Team Lead will co-create and deploy an effective strategy that will deliver an industry-leading customer experience results including Net Promoter System and call handling frameworks. If you are able to lead, motivate and develop a team through sharing knowledge to reach targets, this opportunity will be a great step to gain experience and further prove your capabilities.

What you’ll be doing

Managing the implementation of quality frameworks and structures
Working effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working
Managing reporting trends and opportunities for performance improvement and engaging appropriate stakeholders in results
Maximising results through building and maintaining effective working relationships
Managing the day-to-day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed timeframes

Requirements

Matric
Excellent communication, presentation, listening, analytical, numeracy, problem-solving, time management, report writing, organisational, advanced PC literacy and typing skills (Essential)
Minimum 2 years’ experience in a Quality Team Leader role working on international campaigns
Experience with applied coaching methodology for both deductive and inductive purposes
Clear disciplinary record and a proven performance record of accomplishment
In-depth knowledge of strategic planning and implementation of call handling and quality frameworks

If you feel you meet the above criteria, please apply today by sending your cv to --------Please upload your CV here-------->

Should you have not heard back from us within 14 working days, please take your application as unsuccessful.

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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