As a Quality Assurance TeamLeader, you will play a critical role in managing the assessment and enhancing the quality of sales calls and service delivery. Your responsibilities will include managing QA Assessors, monitoring, evaluating, and providing feedback to our sales representatives to ensure that they meet and exceed customer expectations and maintain compliance with company standards.

Responsibilities:

• Update sales agents lists
• QA agents productivity statistics
• Monitor QA agent workload
• Attendance Management
• Coaching and development of QA agents.
• Collate and distribute reports
• Lead and support investigations
• Analyse and monitor sales agent trends
• To conduct calibration sessions between the QA evaluators to ensure efficient and effective communication of customer wants and needs.
• QA inductions and oversight of the live dial process.
• QA refreshers held with the sales environment on request.
• Conduct and lead Calibration sessions with the sales team