The Detail:

Team Management: 

• Participates in managing, guiding, and supporting the contact centre quality assurance team. 
• Collaborate with direct reports to manage contact centre quality, risk and compliance operations. 
• Direct the provision of coaching, training, and development opportunities for agents. 
• Ensure access the relevant tools and systems to enable effective team performance. 
• Ensure consistent communication throughout the team. 
• Assign, monitor and coordinate assignments and work activities. 
• Set operational objectives for contact centre quality assurance team to ensure KPIs are achieved and aligned with sales and support services.  
• Drive revenue generation within teams. 
• Monitor staffing requirements to ensure high productivity whilst being cost-conscious.  

Daily Operations Management: 

• Provide data and performance metrics to assist data-driven decisions. 
• Support the execution of company policies and procedures to support the overall company objectives. 
• Analyse current procedures, policies, processes, best practice, systems and identify areas for improvement. 
• Ensure the performance of the contact centre is aligned to the SLA requirements and company quality assurance, compliance and risk standards. 
• Review compliance, risk and quality assurance guides across sales and services to ensure alignment to the relevant measurables.  
• Ensure the efficient collaboration of all relevant stakeholder throughout the product lifecycle. 
• Represent the contact centre quality assurance, risk and compliance environment in meetings. 
• Support the adoption of automation to eliminate inefficiencies. 

 Quality Assurance 

• Support adherence to company policies and service standards. 
• Guide on the implementation of processes to ensure efficient operations across the business. 

Risk and Compliance 

• Drive adherence to all legislative and company policies and guidelines. 
• Monitor the Regulatory Compliance Rate 
• Conduct regular audit reviews of customer interactions to ensure compliance to established guidelines. 
• Assist with addressing non-compliance promptly through training and corrective measures to reduce the risk to the company. 

 Education and training: 

• Bachelor’s in business administration, communication, banking, financial. Forensic services or related field 
• Registration with relevant contact centre and training industry 
• Relevant certifications 

 Experience: 

• At least 7 years working experience as a contact centre team lead.  
• At least 7 years’ experience in a quality assurance, operational risk and/or compliance role 
• Experience in a customer service, campaign, claims, retentions and/or customer service contact centre environment required. 
• At least 2 year leading and managing a team of quality assurance assessors and/or professionals. 
• Experience working with the MS office suite and related contact centre technologies, including databases. 
• Proven experience in a busy customer service or call handling work environment, with frequent people contact, particularly on the telephone, including handling difficult callers and sensitive matters. 
• Experience overseeing the facilitation and implementation of coaching plans. 
• Experience in call management operating procedures and response 
• Experience with contact centre software and CRM systems