CST - Quality Assurance & Call Center Team Lead at Mawingu

ROLE SUMMARY


The QA & Call Center Team Lead will manage Mawingu's call center and quality assurance operations, ensuring exceptional service delivery, agent performance, and customer satisfaction through effective queue management, real-time monitoring, coaching, and continuous improvement. The role also provides leadership support to the Retention Manager when needed.


KEY RESPONSIBILITIES


Oversee daily call center operations and workforce planning Implement and monitor QA frameworks for calls, chats & tickets
Lead coaching, onboarding & performance improvement
Analyze reports & data for better CX outcomes
Collaborate across teams to boost customer retention


QUALIFICATIONS


Bachelor's degree in Business, Communication, IT, or related field.
Minimum 1 year experience in a call center leadership or QA role, preferably within a service-oriented or telecom/ISP environment.
Proven track record in workforce planning, queue management, and performance coaching.
Strong analytical and reporting skills with proficiency in Excel, Power BI, call center tools, Al and QA platforms.
Excellent communication, leadership, and people management skills.
Strong understanding of customer service principles and experience improvement strategies