M-KOPA

1,001-5,000 employees
26 jobs posted

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Senior Quality Analyst Team Lead

Added

9 days ago

Location

🌍 Africa

Type

Full time

Salary

Salary not provided

Related skills

training calibration bpo multichannel

Why Job Hunt? Let AI Run Your Business

Describe it — AI builds, launches & grows it.

📋 Description

Build and manage QA frameworks across all support channels.
Own BPO quality governance end-to-end: calibration, quality practices, corrective actions.
Analyze QA data and repeat-call patterns to spot gaps and risks; drive action.
Partner with Training to close skill gaps using QA insights.
Lead, coach, and manage performance for your QA Analyst team.
Produce regular quality reporting to keep teams accountable.

🎯 Requirements

3–5 years in customer service QA, contact center ops, or related role.
Experience leading or supervising QA teams with objective calibration.
Bachelor's degree in Business Admin, Operations Management, Customer Service Management, or a related field.

🎁 Benefits

Diverse development programs and coaching partnerships.
On-the-job training and career growth.
Family-friendly policies and flexibility.

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