Cape Town: QA Team Leader posted by CallForce

CallForce is an award- winning BPO service provider of innovative customised 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.

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 analyse QA reports and metrics to track performance trends, identify root causes of quality issues, and recommend corrective actions to present to client.
• 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.

Why Join CallForce:

Competitive salary package.

Opportunity to lead and make a significant impact on the success of international sales campaigns.

Collaborative and supportive work environment.

Access to ongoing training and development programs.

Work with a diverse team and participate in exciting global campaigns.