Quality Assurance Team Leader

CallForce is an award- winning BPO service provider of innovative customized contact Centre solutions from South African to the global market.

We are currently seeking a highly motivated and experienced Quality Assurance Team Leader to join our dynamic team. As a QA Team Leader, you will play a pivotal role in maintaining the highest standards of quality and ensuring the success of our international sales campaigns.

Key Responsibilities:

Lead and manage a team of QA analysts responsible for monitoring and evaluating sales agents' performance in international campaigns.
Develop and implement comprehensive QA processes and guidelines to ensure adherence to sales scripts, compliance standards, and best practices.
Conduct regular quality assessments of sales calls, chat interactions, and other customer interactions to identify areas for improvement.
Provide feedback, coaching, and training to sales agents to enhance their sales skills, product knowledge, and customer service abilities.
Collaborate with campaign managers and trainers to develop and update training materials and ensure that sales agents are well-equipped to succeed.
Generate and analyze QA reports and metrics to track performance trends, identify root causes of quality issues, and recommend corrective actions.
Foster a culture of continuous improvement and quality excellence within the team.

Qualifications and Requirements:

3+ years’ experience in international sales campaigns, with a strong understanding of sales processes and techniques.
3+ years’ experience in a QA TL / similar role within a call center/ BPO or sales environment.
Excellent communication and leadership skills, with the ability to motivate and develop a high-performing team.
Proficiency in using QA tools and software.
Knowledge of international sales compliance regulations and standards.
Rotational Shifts: 15:00pm to 4:00am