Contact Centre Team Lead & Quality Assurance Analyst

Role Overview

This position combines direct team leadership with a dedicated quality assurance focus inside a bank’s contact centre. You will be responsible for guiding a team of customer engagement representatives, monitoring their interactions across voice, email, and social channels, and feeding performance insights back into daily coaching, training, and process improvements. Your work ensures every customer conversation stays compliant, consistent, and aligned with the bank’s service standards while also helping the team hit their performance targets.

Key Responsibilities

• Supervise contact centre representatives on a day-to-day basis, including shift scheduling, floor management, attendance tracking, and workload distribution to prevent backlog and maintain service levels.
• Monitor live and recorded customer interactions — calls, emails, social media, and complaints — against quality assurance scorecards, internal policies, and regulatory requirements.
• Provide real-time and one-on-one coaching to agents, highlighting strengths, addressing weaknesses, and sharing examples of best practice across the wider team.
• Own escalated customer complaints and feedback, coordinating with internal and external stakeholders to achieve timely, win-win outcomes within agreed turnaround times.
• Review and update contact centre scripts, quality evaluation templates, and process manuals so they stay current with product changes, service expectations, and industry standards.
• Analyse quality scores, customer feedback, and engagement trends to identify pain points, repetitive errors, and areas for process or product improvement, then report these findings for further action.
• Coordinate induction, refresher, and corrective training for both new joiners and existing team members based on QA outcomes and customer satisfaction surveys.
• Administer post-interaction customer satisfaction surveys, conduct service recovery where needed, and track metrics like Net Promoter Score, customer effort, and dropped call rate.

Requirements & Qualifications

• Two to five years of experience working in a contact centre within a financial institution, preferably a bank; exposure to quality assurance is an added advantage.
• A business-related degree from a recognised university, with a minimum of second-class upper (or equivalent) standing.
• Proven people management and team leadership capabilities, including the ability to motivate and coach individuals with varied skill levels.
• Strong interpersonal, stakeholder management, and communication skills, with the ability to build rapport and influence across functions.
• Excellent problem-solving and decision-making abilities, paired with a results-oriented, customer-centric mindset.
• Data analytics aptitude and comfort working with performance metrics, reporting dashboards, and customer feedback tools.
• Agile and adaptable approach, comfortable managing change and supporting continuous improvement initiatives.
• Relevant contact centre or customer experience professional certifications are desirable but not mandatory.