Job Description

We are seeking a detail-oriented and analytical Telephone Quality Control Supervisor to ensure the highest standards of telephonic service across our reception and reservations departments. The ideal candidate will be responsible for monitoring, evaluating, and coaching agents, identifying trends and training needs, and compiling insightful reports to support departmental growth and operational excellence.

Key Performance Areas

Oversee the day-to-day operations of the TQC team with a focus on maintaining service excellence.

Monitor and evaluate call recordings across departments to ensure adherence to call handling standards and protocols.

Compile detailed daily, weekly, and monthly reports highlighting performance trends, departmental fail rates, and areas requiring urgent coaching.

Conduct root-cause analysis on failed calls and recommend corrective action.

Facilitate regular calibration sessions to ensure consistent scoring and fair evaluation across teams.

Ensure compliance with the 3-Ring Policy and other telephonic KPIs.

Provide actionable insights and feedback to department heads to enhance service delivery.

Collaborate with training and operational teams to drive continuous improvement.

Work with call monitoring tools such as QContact, Genesys, Microsip, Pivotal.

Supervise and mentor TQC assessors to maintain accuracy, fairness, and quality in evaluations

Competencies Required

Unbiased and ethical decision-making - Able to provide fair and impartial assessments. Meticulous attention to detail - Accuracy in monitoring, scoring, and reporting is non-negotiable. Analytical mindset - Strong ability to identify trends, interpret data, and propose solutions. Strong leadership - Capable of guiding assessors and working cross-functionally with department managers. Excellent written and verbal communication - Able to communicate findings clearly and professionally. Results-driven - Focused on improving agent performance and driving excellence in customer experience. Proactive mindset - Able to work independently, identify issues early, and take initiative. Confidentiality and discretion - Trusted to handle sensitive information with integrity.

Qualifications & Experience

Matric

3+ years' experience in a customer service or call centre environment (quality control experience preferred)

Proficiency in Microsoft Word, Excel, and PowerPoint

Familiarity with call monitoring tools and CRM systems

Strong understanding of telephone etiquette standards

Prior experience in coaching or mentoring staff is advantageous

Job Types: Full-time, Permanent

Work Location: In person

Application Deadline: 2025/07/28