- Durban
- Salary: Market Related
- Job Type: Permanent
- Sectors: Hospitality Management
- Reference: 117503
Vacancy Details
Employer: Hollywoodbets
Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.
We have an amazing opportunity for a Quality Assurance Team Leader be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?
The successful candidate will be responsible for leading a team of QA assessors who monitor and evaluate customer interactions to ensure adherence to quality standards and compliance policies. The QA team leader oversees the execution of quality monitoring processes, provides guidance to the QA team, and collaborates with operations to improve service delivery and agent performance.
With Hollywoodbets You Will:
Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
Grow with our development plans and culture that allows you to further your career.
You Bring:
- 3-years Call Centre experience in a customer service role.
- Reporting and analysis or QA experience.
A Bonus to have:
- Betting experience
- Team management experience.
What You’ll do for the Brand:
- Supervise the daily operations of the QA department and QA team, with assessors responsible for monitoring and evaluating customer interactions (calls, emails, chats & other).
- Ensure alignment of Contact Centre SOP’s and QA training, coaching and assessment
- Oversee the integration of QA assessment and coaching for Social Media and other online platforms
- Management and allocation of team tasks and duties
- Conduct regular quality calibration sessions with team members and operations respectively, to ensure consistent scoring and alignment with business goals (to align with scorecards and guidelines).
- Collate QA reports for contact centre and statistics for campaigns.
- Highlight areas of development based on contacts evaluated, (either product knowledge, soft skills/telephone etiquette etc.) and provide feedback to the contact centre management team
- Provide collated monthly reporting on contact centre progress.
- Manage reporting on QA activities, including key performance indicators (KPIs) such as agent adherence to quality standards.
- Oversee training guide creation and coaching training content based on the insights taken from evaluations.
- Identify trends and effectively alert the respective Departmental Management team.
- Develop and implement corrective measures for implementation by Management.
- Handle escalated issues and coach QA assessors on complex evaluations and feedback delivery.
- Drive continuous improvement initiatives by identifying gaps and implementing process enhancements.
- Stay updated on industry trends and best practice in quality assurance and contact centre operations.
- Any other ad hoc duties that might be required.
What You’ll Bring to the Team:
- Quality focused
- Good listening skills
- Strong coaching ability
- Customer Service Excellence
- Exceptional reporting and admin skills
- Knowledge of betting types and procedures.
So, are you ready to level up, learn, and perform at your best? Apply now!
Please note that only applicants who meet the stipulated minimum requirements will be considered.
18 people have applied for this job. 313 people have viewed this job.
About Hollywoodbets
At Hollywoodbets, we believe that everyone should be treated like a STAR. Whether they are in one of our retail branches or online in the comfort of their own home, all our customers get the larger-than-life Hollywood experience, glitz, glamour and world-class entertainment. But behind the success of every Hollywood Star, is a dedicated and hard-working Team, who strive for success.
Born and bred on the sunny coast of Durban, our brand has expanded beyond our 90 branches to offer state-of-the-art online, telephonic and mobile betting platforms on a global scale.
Our success is driven by our Purple Team who pride themselves on first-class customer service while working together to go beyond the limits, ensuring that we are the bookmaker of choice in South Africa, Mozambique, Kenya, Ireland and the UK.
Being a part of our Team also means being associated with sporting stars like the Hollywoodbets Dolphins, Cell C Sharks as well as Premiere League football club, Brentford FC. Team Members can take pride in being part of a company that has naming rights to the Hollywoodbets Kingsmead cricket stadium, Hollywoodbets Kings Park rugby stadium and racecourses such as Hollywoodbets Greyville, Hollywoodbets Scottsville, Hollywoodbets Kenilworth and Hollywoodbets Durbanville.
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