Overview
Senior Team Leader – Quality Jobs in City of Cape Town, Western Cape, South Africa at EXL
Title: Senior Team Leader – Quality
Company: EXL
Location: City of Cape Town, Western Cape, South Africa
We are seeking a meticulous and experienced Call Centre Quality Manager to join our team and ensure the highest standards of quality and performance.
Key Responsibilities:
Oversee and manage the quality auditing process within the call centre.
Conduct performance appraisals of Quality Analysts and provide constructive feedback.
Ensure a high level of accuracy in all quality assessments and reports.
Develop and implement quality improvement initiatives.
Collaborate with other departments to enhance overall customer satisfaction.
Identify training needs and provide coaching to call centre staff.
Analyze data and trends to identify areas for improvement.
Requirements:
Minimum of 2 years of management experience in a call centre environment.
Proven experience in quality auditing.
High level of accuracy and attention to detail.
Strong critical thinking and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Proficiency in using call centre software and tools.
What We Offer:
Competitive salary and benefits package.
Opportunities for career growth and development.
A supportive and inclusive work environment.
Comprehensive training and ongoing support.
