Quality Team Lead - Accra

Overall Job Purpose:
As Quality Team Lead you will be responsible for a team of Quality Analysts, managing their performance and contributing to their personal development, as well as the management of the Quality SLAs of the assigned products. You will be responsible for taking ownership of significant process improvements and provide effective risk mitigation on processes for the senior leadership team as well as with the client.
Duties and Responsibilities:
Lead and motivate a team of Quality Analysts across different locations to meet and exceed personal and team’s expectations.

• Define, review and provide ongoing, meaningful feedback on performance objectives to Quality Analysts throughout one to ones, quarterly performance reviews and Team meetings
• Develop effective succession plans for the Quality team across Lines of Business and regions to ensure business continuity
• Monitor and manage staffing, capacity and work distribution ensuring optimum productivity, efficiency and workflow management
• Act as the first point of contact to manage team related issues and challenges e.g. attendance management, HR policy implementation
• Manage effective client communication and interaction in a professional manner with internal and external stakeholders
• Collaborate with internal stakeholders on Quality metrics and reporting improvement plans, identifying trends and key insights
• Proactively highlight areas of risk and failure of any quality SLA and KPIs to ensure timely resolution of issues
• Support the development and implementation of quality reporting measures and procedures
• Identify training gaps with new starters and ensure improvement plans are in place
• Innovate within the Line of Business to ensure all processes and standards across the line of business are consistent
• Share knowledge and support colleagues to build the right culture
• Encourage and promote employee wellbeing through active participation in wellness activities and other initiatives
• Take measurable actions to monitor and increase engagement, motivation and retention of employees
• Work closely with management teams to resolve potential client escalations
• Document processes, implement and manage changes within the lines of business.