VODACOM TEAM LEADER : QUALITY ANALYST

iSON Xperiences

Randburg, Johannesburg
Permanent
Full-time

2 months ago

Main Purpose of Role:To manage and support QA agents in achieving their required daily, weekly, and monthly performance targets. To take accountability for QA Agents performance through daily monitoring, compilation of reports and providing guidance to the QA Team.Key Performance Areas:

Ensuring that QA agents are aware of their daily, weekly, and monthly targets
Monitoring performance and ensuring that targets are met, and calls are correctly passed or failed
Having regularly meetings with the QA Team to allow for the open flow of communication
Developing strong team co-operation and clear direction
Providing encouragement and support to assist QA agents in achieving performance goals
Monitor regular attendance and late coming by agents and following the correct disciplinary procedures
Review and manage leave applications of QA agents to ensure that the QA Team is not impacted negatively
Providing timeous and accurate reporting

equired Qualification:

Grade 12
Relevant Call Centre Certificate/ Diploma advantageous

Required Minimum Work Experience:

2 â€“ 3 yearsâ€™ experience in a Call Centre environment
1 yearsâ€™ experience as Supervisor/ Team Leader role in a Call centre
MS Office skills- intermediate excel skills advantageous
Report drafting skills
Understanding Call Centre queues and QA metrics
Knowledge of best practice within a QA environment

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