QA Team Leader - Airport Industria at Mango5

KEY RESPONSIBILITIES:

TEAM LEADERSHIP AND MANAGEMENT:

• Lead and motivate a team of customer service representatives.
• Conduct regular team meetings and one-on-one sessions to review performance, set goals, and address concerns.
• Foster a positive and collaborative team environment.
• Performance Management and Team Development:
• Monitor team performance against key performance indicators (KPIs) and client-specific metrics.
• Provide regular feedback and coaching to team members to improve performance.
• Implement performance improvement plans as needed.

TRAINING AND DEVELOPMENT:

• Identify training needs and organize training sessions to enhance team skills and knowledge.
• Mentor and support new team members during the onboarding process.
• Encourage continuous learning and professional development within the team.

QUALITY ASSURANCE:

• Ensure compliance with company policies, client requirements, and quality standards.
• Conduct quality audits and provide constructive feedback for improvement.
• Implement corrective actions to resolve any issues or discrepancies.

CLIENT INTERACTION:

• Communicate with stakeholders to understand their needs and expectations.
• Provide regular updates on team performance and initiatives.
• Address and resolve any client concerns or escalations.

OPERATIONAL AND ADMINISTRATIVE TASKS:

• Contribute to process improvement initiatives to enhance efficiency and service quality.
• Collaborate with other departments to ensure seamless operations.
• Lead the insurance claims process, managing timely submissions and task completion.
• Manage resources effectively to meet business objectives.
• Maximising operational efficiency through creative resource utilization and handling client escalations effectively.
• Managing and updating attendance trackers, leave applications, staff transportation, and daily performance reports. 

QUALIFICATIONS AND REQUIREMENTS:

• Clear criminal record
• Clear credit record
• Matric or NQF Level 4 certification
• Minimum of 3 years of leadership experience in a call center environment.
• Strong leadership skills with the ability to motivate and guide teams.
• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office Suite and CRM software.
• Strong understanding of customer service processes and KPIs.
• Proficiency in relevant computer applications, including Microsoft Office Suite and call center systems.
• Strong problem-solving and decision-making abilities.
• Passionate about delivering excellent customer experiences, preferably in hospitality-focused roles such as retail, fitness, airline, healthcare, restaurant, or veterinary services. (Highly Advantageous)