We are seeking a detail-oriented and experienced QA Team Leader to join our dynamic call center team. The ideal candidate will have a strong background in Quality Assurance within a contact center environment and must have hands-on experience using Callbi or similar call analytics software. You will be responsible for leading the QA team, driving quality standards, and ensuring compliance across all customer interactions.
Key Responsibilities:
- Lead, coach, and support a team of QA Analysts to ensure high-quality performance across campaigns.
- Monitor and evaluate outbound calls to ensure compliance with company standards and regulatory requirements.
- Use Callbi analytics to extract insights, generate reports, and provide feedback to operations teams for performance improvement.
- Conduct regular calibration sessions with team leaders and operations managers to align on quality standards.
- Identify training needs and provide support in the development of QA training programs.
- Collaborate with operations to improve agent performance through targeted QA feedback.
- Track and report on key QA metrics and ensure continuous improvement in service delivery.
- Manage and oversee the QA audit process to ensure objectivity and consistency.
Requirements:
- Minimum 2-3 years of QA experience in a call center environment.
- Proven experience as a QA Team Leader or similar leadership role.
- Callbi experience is required – ability to navigate, analyze, and report using the platform.
- Excellent knowledge of QA methodologies, scoring models, and compliance standards.
- Strong communication, leadership, and interpersonal skills.
- Ability to work in a fast-paced, target-driven environment.
HOW TO APPLY:
Kindly forward your CV, Matric and Copy of your ID.
EMAIL – Recruitment@icallgroup.com
WHATSAPP - 0631538097
Job Type: Full-time
Work Location: In person