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
Method of Application
Interested and qualified? Go to Mawingu on recruitment.mawingu.co to apply
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