Quality Assurance Leader

The Quality Assurance Leader is responsible for:

Managing and leading TQAs to a level of proficiency in the day to day running of the operation in line with agreed standards and procedures to achieve Key Performance Indicators (KPIs), managing the customer’s expectations and satisfaction and staff management and development.

As a QA Leader, the role is a very hands-on proactive one and will require great leadership qualities and time management skills; will be the direct report of the TQAs in the QA team and will be able to assist them in all aspects of their roles. The QA Leader is also responsible for process improvements that support(s) continuous improvement in the organisation.


Responsibilities

Leader Role:

-Responsible for the overall performance of direct reports, with a strong focus on the TQAs performance.
-To be able to supply all required knowledge on an ad hoc and structured basis.
Monitoring and managing performance of all KPI's including Quality of service (QoS) for chat/email/phone interactions.
-Provide training, coaching and expert advice to direct reports to meet all targets set for them and work towards exceeding targets.
-Analyze data from multiple sources in need of improvement and provide this through process improvement and staff management.
-Undertake any other ad-hoc tasks assigned by the Line Manager when required.


Quality Assurance responsibilities include monitoring and analyzing the interactions between support and clients to ensure customer support team members are performing to standard. The QA Leader will also:

-Improve and maintain a high quality of customer service by conducting quality assurance audits, analyzing results, providing coaching, recommendations for process improvements, product improvements, recommendations for improvements to the knowledge base.
-Enhance employees’ skills, performance, productivity and quality of work;
-Monitor all inbound and outbound client communication channels according to the QA template when there is an overflow of monitoring/overflow of workload;
-Verify customer service results by measuring skills in product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of interactions;
-Coordinate with team leaders, for example, Knowledge Manager, QA Manager, Training Manager, Senior Trainers and Team Leaders in improving the quality of company's services/products;
-Use all available reports to compile and track performance at department, team and team member level;
-To prepare and analyze regional internal quality reports to QA Manager;
-Participate in calibration and ensure minimum variance from the team standard.
-Ensure that all Functional TQAs are authorized & skill verified before they take on the role of a Functional TQA (direct reports)
-Monitoring and tracking the performance of junior trainers and giving them feedback.
-Use process management techniques and tools to evaluate program quality monitoring results and assists in implementing process improvements.


Process Improvement responsibilities include taking feedback from Quality Assurance and Training to pioneer interventions that foster continuous organisational improvement. The QA Leader will:

-Implement regional interventions to improve quality of customer experience
-Make recommendations for improvements within training/quality/operations and across various departments
-To contribute to various Training and Quality assurance initiatives.
-To perform other tasks assigned by management.


Job Requirements

-Bachelor's degree preferred.
-Experience in working in the Training and Quality department.
-Excellent communication skills in both written and spoken English & Native Language
-Research, planning, organising, time management and high level of administrative skill
-Problem solving skills and ability to adapt fast to change
-Highly motivated and able to work under pressure
-Creative thinking skills and ability to address issues proactively
-Ability to take initiative and work independently.
-Ability to organize, multitask and exercise time management
-Ability to consistently exercise discretion and judgment in creative endeavors.
-Ability to interact with people of diverse backgrounds; possess strong coaching and feedback skills and a high level of attention to detail.
-Ability to accommodate various interpersonal and communication styles.
-Ability to simplify complex concepts
-Hungry for what’s next and new
-Great attitude | How we get the work done is as important as the work we do; positivity and can-do attitude required
-Must be able to work flexible schedules/hours

Added advantage:

-Experience in forex or financial services
-Strong working knowledge of Quality Monitoring processes