Job title : QA Team Leader – Airport Industria
Job Location : Eastern Cape,
Deadline : August 01, 2024
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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)
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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