QA Team Leader (International)

As QA Team Leader you will be responsible for designing and implementing tests, debugging issues, performing root-cause analyses, defining corrective actions, and tracking quality assurance metrics.

NB: This is a night shift role.

Minimum Requirements (Qualifications And Experience)

• Grade 12/ Matric.
• 2 – 3 years of work experience in a Collections/Customer Service Environment.
• 2+ years’ experience as a QA coach.
• Coaching related qualification would be advantageous.
• Proficiency in MS Office and Excel.
• Own vehicle is preferred due to international hours and seven-day operation.
• Must have experience (with the flexibility) in working.
• International shifts from South Africa.

Key Responsibilities

• Monitoring and improving all aspects pertaining to Compliance and Quality across the organization i.e. processes, systems, training and information.
• Ensuring Timely and high-quality return delivery for assigned regions.
• Innovative, able to continuously identify and implement process improvements.
• Able to prioritize tasks and meet strict deadlines.
• Developing internal Quality Assurance methodologies/best practices.
• Data Analytics either with Big Data, Data Warehousing, or a highly complex and voluminous but a structured data repository.
• Drawing up an action plan utilizing the quality templates available on the shared drive.
• Responsible for Analysis and Reporting compilation.
• Reviews and re-evaluates the test strategy to adjust for new information, changing risks, shifting priorities, and schedules
• Coaching/Training staff, by helping them to make decisions, solve problems, manage meetings, and set goals.
• Providing QA reports to the Manager and/or Client within agreed timelines and ensure that reports contain the required information.
• Updating the audit summary and detail report on a daily, weekly and monthly basis.
• Trend Analysis.
• Collating call audit and coaching documents and submit to Management as and when the audit is completed and signed off.
• Performance manage QA Analysts.
• Coordinate QA findings with appropriate line managers and ensure that necessary follow up is done to resolve any negative results.
• Ensure team monitors calls for ‘top-down negotiation’ adherence.
• Manage the end-to-end collections QA Audit process design for various campaigns in collaboration with the Ops leadership.
• Communicate new process outcomes & risk/mitigations effectively.

Behavioral Competencies Required

• Presenting and communicating information effectively.
• Working well with people, Excellent interpersonal skills.
• Coping with pressure and setbacks.
• Ability to building strong business relationships and networks.
• Meeting deadlines and Client expectations.
• Adapting and responding to change.
• Highly motivated – takes initiative to solve problems and requires minimal oversight.
• Hands-on, “get-it-done” attitude.
• Has ability to create scripts.
• Proven experience creating and executing QA strategies and methodologies and unifying QA processes throughout the team.
• Able to prioritize and deliver multiple initiatives in a fast pace agile environment.
• Able to prioritize and deliver multiple initiatives in a fast pace agile environment.

Technical Competencies Required

• Proven ability to compile and manage data – attention to detail; data integrity management; confidentiality.
• Report writing using various MS Office applications (i.e. MS Excel, MS Word and MS PowerPoint)
• Adapt at G-Suite applications (Sheets, Drive, and Docs etc.)
• Voice of the Customer (e.g. NPS, CSAT, CES etc.)
• Efficiency (e.g. First Reply, Full Resolution, Comment etc.)