Ensuring that QA agents are aware of their daily, weekly, and monthly targets
Monitoring performance and ensuring that targets are met, and calls are correctly passed or failed
Having regularly meetings with the QA Team to allow for the open flow of communication
Developing strong team co-operation and clear direction
Providing encouragement and support to assist QA agents in achieving performance goals
Monitor regular attendance and late coming by agents and following the correct disciplinary procedures
Review and manage leave applications of QA agents to ensure that the QA Team is not impacted negatively
Providing timeous and accurate reporting ![]()
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