Call Center Quality Lead

Job Description

We are in search of a Call Center Quality Lead to oversee service delivery standards. The successful candidate will be responsible for evaluating performance metrics and implementing best practices to enhance customer interaction quality.

Responsibilities

• Evaluate and score call interactions based on set criteria.
• Implement customer feedback systems to gauge satisfaction levels.
• Work with team leaders to set performance goals for each agent.
• Identify training needs based on quality assessment results.
• Encourage a culture of continuous improvement within the team.
• Participate in team meetings to discuss quality initiatives and challenges.

Requirements

Education

• Bachelor's degree in Customer Service or Business-related field
• A degree in Quality Management is preferred

Experience

• 2+ years of experience in a supervisory role within a call center

Technical Skills

• Data Analysis Software (e.g., Excel, Tableau)
• Customer Relationship Management (CRM) Systems

Soft Skills

• Leadership
• Conflict Resolution

Certifications

• Certified Quality Auditor (CQA)
• Lean Management Certification

Languages

• English: Fluent
• Zulu: Intermediate

Advantageous

• Experience in change management: Experience in managing and adapting to organizational changes.
• Proficiency in multiple languages: Ability to communicate fluently in more than one language enhances customer engagement.

Benefits

• Comprehensive health and wellness benefits
• Annual salary reviews
• Flexible work hours
• Employee discount programs

Company Culture

• Continuous Improvement: We nurture a culture of continuous improvement and strive for excellence in everything we do.
• Employee Recognition: We celebrate achievements and recognize contributions of our team members.
• Supportive Environment: Our focus is on creating a supportive and motivating work environment.