Quality Assurance Team Leader
CallForce is an award- winning BPO service provider of innovative customized contact Centre solutions from South African to the global market.
We are currently seeking a highly motivated and experienced Quality Assurance Team Leader to join our dynamic team. As a QA Team Leader, you will play a pivotal role in maintaining the highest standards of quality and ensuring the success of our international sales campaigns.
- Lead and manage a team of QA analysts responsible for monitoring and evaluating sales agents' performance in international campaigns.
- Develop and implement comprehensive QA processes and guidelines to ensure adherence to sales scripts, compliance standards, and best practices.
- Conduct regular quality assessments of sales calls, chat interactions, and other customer interactions to identify areas for improvement.
- Provide feedback, coaching, and training to sales agents to enhance their sales skills, product knowledge, and customer service abilities.
- Collaborate with campaign managers and trainers to develop and update training materials and ensure that sales agents are well-equipped to succeed.
- Generate and analyze QA reports and metrics to track performance trends, identify root causes of quality issues, and recommend corrective actions.
- Foster a culture of continuous improvement and quality excellence within the team.
Qualifications and Requirements:
- 3+ years’ experience in international sales campaigns, with a strong understanding of sales processes and techniques.
- 3+ years’ experience in a QA TL / similar role within a call center/ BPO or sales environment.
- Excellent communication and leadership skills, with the ability to motivate and develop a high-performing team.
- Proficiency in using QA tools and software.
- Knowledge of international sales compliance regulations and standards.
- Rotational Shifts: 15:00pm to 4:00am