Quality Assurance Team Leader

Quality Assurance Team Leader
Company: Hollywoodbets
Location: Durban, KwaZulu-Natal
Position: Permanent
Posted on: 13 January 2025
Closing Date: 13 February 2025

Join the Hollywoodbets Purple Team!

Hollywoodbets is one of South Africa’s most successful brands, expanding rapidly across Africa and the UK. We are looking for a Quality Assurance Team Leader to join our dynamic team in Umhlanga. This is an exciting opportunity to play a key role in leading a team of QA assessors, ensuring that our customer service operations maintain the highest standards of quality and compliance.

Key Responsibilities:

• Leadership and Supervision: Lead and supervise the daily operations of the QA department and the QA team, which includes assessing customer interactions (calls, emails, chats, etc.) to ensure quality standards and compliance.
• Training and Coaching: Oversee the integration of QA assessments and coaching for Social Media and other platforms. Conduct regular quality calibration sessions with team members to ensure consistent scoring and alignment with business goals.
• Reporting & Analysis: Compile monthly reports on contact center performance and track key performance indicators (KPIs). Analyze QA data to identify areas of improvement in product knowledge, soft skills, and customer service techniques.
• Feedback and Development: Provide actionable feedback to the contact center management team based on evaluated interactions. Create and implement corrective actions and development plans to enhance agent performance.
• Continuous Improvement: Identify trends in QA results and collaborate with departmental management to drive continuous improvement initiatives. Recommend process improvements based on QA evaluations.
• Escalation and Issue Resolution: Handle escalated issues and coach QA assessors in complex evaluations and feedback delivery.

Minimum Requirements:

• 3 years’ experience in a Call Centre customer service role.
• Experience in reporting and analysis or QA functions.

Bonus Skills/Experience:

• Experience in the betting industry.
• Team management experience.

Skills and Competencies:

• Quality Focus: A passion for maintaining high-quality standards in customer service.
• Coaching Skills: Strong ability to provide constructive feedback and develop team members.
• Customer Service Excellence: Ability to maintain a high level of customer service.
• Analytical Skills: Exceptional reporting and administrative abilities.
• Industry Knowledge: Knowledge of betting types and procedures.

What You’ll Bring to the Team:

• A quality-focused mindset with an eye for detail.
• Excellent listening and coaching abilities.
• The drive to improve processes and contribute to team success.

Ready to take your career to the next level? Apply now and join a company that thrives on excellence and innovation!

Please note: Only applicants who meet the minimum requirements will be considered.

 

apply here