Key Responsibilities

Monitor and evaluate agent performance to identify areas for improvement and provide constructive feedback Conduct regular quality assurance audits and provide detailed reports to drive service excellence Lead coaching and training sessions to upskill agents and maintain high-quality standards Collaborate with the management team to implement quality initiatives and process enhancements Ensure compliance with relevant industry regulations and company policies Foster a positive and productive work environment that motivates the team to excel

What We're Looking For

Proven experience as a Quality Assurance Supervisor or Team Leader in a call centre or customer service environment Strong analytical and problem-solving skills to identify and resolve quality issues Excellent verbal and written communication abilities to provide effective feedback and training A talent for coaching and developing high-performing teams Proficiency in MS Office applications and familiarity with quality assurance software A collaborative mindset and the ability to work effectively within a fast-paced, dynamic environment