In a nutshell (your purpose) …
- Is to “change people’s lives for the better through wellness”;
- We deliver social wellness experiences that enable people to meet their personal wellness goals, through holistic physical, mental nutritional and social wellbeing.
- As a Quality Lead, in our contact centre, you’ll ensure that every member interaction reflects our commitment to excellence, empathy. You’ll lead by example, coaching and guiding our teams to deliver exceptional service while maintaining compliance and efficiency. Your focus will be on quality assurance, process improvement, and member-centric solutions, ensuring all member interactions reinforce trust and encourage positive outcomes.
A day in the life (your duties & responsibilities) …
- Conduct audits of calls, chats, and emails all communication mediums using structured scorecards to assess professionalism, accuracy, compliance, and member experience.
- Identify performance trends and skill gaps, providing data-driven insights to operations and training teams.
- Partner with Team Leaders to create targeted coaching plans for agents, focusing on underperformance and growth opportunities.
- Lead calibration sessions to ensure consistent, fair evaluation standards across teams.
- Deliver constructive feedback through one-on-ones and group workshops.
- Ensure adherence to business rules and policies.
- Monitor use of call flows, business rule and processes to mitigate risks.
- Flag compliance violations and recommend corrective actions.
- Generate weekly/monthly QA reports on agent performance, CSAT, and First Contact Resolution.
- Present findings to leadership with actionable recommendations for process upgrades.
- Collaborate with Training, Operations, and stake holders to refine QA criteria, knowledge bases, and workflows.
- Pilot innovative solutions (e.g., AI-driven speech analytics) to enhance service quality.
- Serve as the bridge between Training and Operations to align goals.
What we need from you (our minimum requirements) …
We can’t live without…
- Matric or equivalent qualification
- Up to 2 years proven experience within a quality controller role or similar function.
- Up to 3-4 years’ experience in a Contact Centre environment
- Proven experience in quality assurance or a similar role within a contact center environment.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration skills.
- Familiarity with industry best practices and standards.
- Proficient in data analysis and reporting tools.
Core Interpersonal Skills:
- Emotional Intelligence- proven ability to anticipate the needs of others before they are voiced
- Active Listening- Able to genuinely hear concerns with the ability to defuse tense situations and ensuring members and staff feel heard and valued
- Cultural Awareness and Fluency- understand international norms, etiquette and diverse backgrounds to provide a welcoming environment for our international and VIP members
- Empathy – be able to understand, or and be aware of, someone else’s feelings especially during stressful situations, such as travel delays or billing disputes
Operational & leadership Skills Required:
- Attention to Detail, noticing the small things
- Resilience and Composure, be able to remain calm and optimistic under extreme pressure, during peak or periods or system failures
- Problem solving and conflict resolution – be able to turn challenges into opportunities by thinking and acting quickly to resolve issues before they impact a member’s experience
- Adaptability: be flexible to handle unpredictable shifts in processers, resource changes, last minute VIP guest arrivals, or sudden changes in event plans.
- Relatability – the capacity to connect with diverse stakeholders across all backgrounds
- Situational Awareness – constantly monitoring the environment to identify members who need support or help
- Curiosity- the ability to seek out and transform standard transactions into personalised stories and memorable experiences
- Time Management – the ability to efficiently meet stringent deadlines while maintaining a relaxed and unhurried demeanor for guests.
- Digital Fluency – must be proficient in new age technology and systems
We’d like you to have…
- Analytical and future proof thinker with the ability to translate goals into actionable plans.
- Results-driven and committed to continuous improvement.
- Have a natural ability to coach individuals and teams to achieve the desired outputs.
- Ability to collaborate and communicate effectively across different departments.
- Detail-oriented and dedicated to maintaining high-quality standards.
- Computer Literacy (Excel, PowerPoint, Word at intermediate to advanced level.
We’d love you to have…
- Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems.
- Patient and diplomatic when providing feedback.
- The ability to be agile.
- The ability to be collaborative.
- High Interpersonal skills (EQ)
