Job Description

About the Role:

We are looking for a motivated and experienced Quality Assurance (QA) Team Leader to join our dynamic Contact Centre team. In this role, you will lead and develop a team of QA Analysts/Specialists, ensuring that every customer interaction reflects our commitment to excellence, compliance, and customer satisfaction.

As a QA Team Leader, you will work closely with Operations, Training, and Leadership to identify areas of improvement, drive consistency, and support the delivery of an outstanding customer experience.

Key Responsibilities:

Lead, coach, and manage the performance of the QA team. Ensure customer interactions meet quality, regulatory, and brand standards through regular evaluations and coaching. Conduct calibration sessions, trend analysis, and deep dives to identify gaps and opportunities for improvement. Collaborate with stakeholders to align QA processes with business objectives and customer needs. Deliver clear and actionable quality reports and recommendations to senior management. Foster a positive, high-performance culture focused on customer experience.
Skills & Experience Required:

Previous experience in Quality Assurance within a Contact Centre - 2 years+ as a Team Leader/ Manager. Strong knowledge of QA frameworks, scorecards, and compliance monitoring. Excellent coaching and feedback skills with a focus on continuous development. Strong analytical and reporting abilities with great attention to detail. Ability to manage multiple priorities in a fast-paced, customer-focused environment. Proficient with QA software, CRM systems, and Microsoft Office.
Why Join Us?

Lead a team that plays a vital role in enhancing the customer experience. Work in a collaborative, supportive environment where your contribution matters. Opportunities for career progression and leadership development.
Apply now and take the next step in your leadership journey with us!

Job Type: Full-time

Work Location: In person