ROLE SUMMARY

• The QA & Call Center Team Lead will manage Mawingu’s call center and quality assurance operations, ensuring exceptional service delivery, agent performance, and customer satisfaction through effective queue management, real-time monitoring, coaching, and continuous improvement. The role also provides leadership support to the Retention Manager when needed.

KEY RESPONSIBILITIES

• Oversee daily call center operations and workforce planning Implement and monitor QA frameworks for calls, chats & tickets
• Lead coaching, onboarding & performance improvement
• Analyze reports & data for better CX outcomes
• Collaborate across teams to boost customer retention

QUALIFICATIONS

• Bachelor’s degree in Business, Communication, IT, or related field.
• Minimum 1 year experience in a call center leadership or QA role, preferably within a service-oriented or telecom/ISP environment.
• Proven track record in workforce planning, queue management, and performance coaching.
• Strong analytical and reporting skills with proficiency in Excel, Power BI, call center tools, Al and QA platforms.
• Excellent communication, leadership, and people management skills.
• Strong understanding of customer service principles and experience improvement strategies