Job Description
About the Role
CallForce, an award-winning BPO service provider of innovative customized contact Centre solutions from South Africa to the global market, is 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.
Key Responsibilities
- 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.
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.
Qualifications
- Rotational Shifts: 15:00pm to 4:00am
Salary & Benefits
15:00pm to 4:00am
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other Sales/Marketing Jobs in Western Cape
In the Western Cape region of South Africa, the sales and marketing industry is dynamic and growing, driven by a thriving economy and increasing demand for products and services. Typically, roles in this field require a strong understanding of business principles, excellent communication skills, and the ability to work effectively with diverse stakeholders.
Generally, salaries for sales and marketing professionals in Western Cape can vary widely depending on factors such as experience, company size, and industry sector. For entry-level positions, broad salary ranges might include R300 000 – R500 000 per annum, while more senior roles could command salaries ranging from R600 000 – R1 million or more. However, it’s essential to note that these are general estimates, and actual salaries may differ significantly depending on individual circumstances.
Common skills for sales and marketing professionals in Western Cape typically include strong communication and interpersonal skills, a solid understanding of market trends and consumer behavior, and proficiency in digital marketing tools and platforms. Additionally, candidates often need to be adaptable, resourceful, and able to work effectively under pressure. Other important skills may include data analysis, project management, and strategic thinking.
The sales and marketing industry is prevalent across various sectors, including financial services sector, technology industry, manufacturing sector, and more. Companies in these industries often require sales and marketing professionals with expertise in digital marketing, product development, and customer engagement.
For career development, a common progression path for sales and marketing professionals is to move from entry-level roles into senior positions, such as team leader or manager. With experience, candidates can also transition into specialist roles, such as brand management or digital marketing strategy. Furthermore, with ongoing education and training, sales and marketing professionals can stay up-to-date with the latest industry trends and technologies, positioning themselves for continued growth and advancement in their careers.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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