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