Quality Assurance Lead

Job Summary

A Quality Assurance Team Leader will be responsible for supervision training and development of Quality Assurance Specialists under him/her and will help ensure the delivery of exceptional service quality to our clients. He/she will be the secondincommand of the Sr. Quality Assurance Team Leader and will support the Quality Assurance team in his/her absence.

Job Duties and Responsibilities:

Key Responsibilities

Participates in design of call/ticket/email/etc. monitoring formats and quality standards.

Performs quality monitoring/evaluation through call listening ticket reviews etc. and audit of the auditors to minimize variance.

Uses quality monitoring data management system to compile and track performance at team and individual level.

Prepares and analyzes internal and external quality reports for management staff review.

Provide clear insight into performance drivers and the levers which impact performance.

Design quality rules guidelines and forms to achieve the highest performances.

Hold calibrations and meetings with operations and/or clients to find common grounds and sustain system stability.

Creates and regularly reviews framework and methodology for calibrating internal and external QA resources to ensure alignment to QA policies and creating a plan to close identified gaps in performance

Integrates overall QA process with CSAT program to understand the needs of customers to close gaps in QA and training

Trains mentors and coaches team ensuring a highly productive and efficient workforce.

Analyzes company data and develops and implements initiatives to improve agent performance

Documents team processes and company policies to record quality management framework standards and procedures

Acts as a subject matter expert in quality assurance processes and provides handson support to frontline agents as needed.

Management and Administrative Tasks

Motivate and lead the team in attaining target scores for quality productivity and overall Key Performance Indicators.

Creates and implements process improvements.

Preparation and generation of Weekly and Monthly Performance Reports

Provide immediate coaching to Quality Assurance Specialists

Facilitate Team Activities and Internal Program initiatives

Immediate incharge of escalation whenever there are IT or any Technical issues

Training and onboarding of new Quality Assurance Specialists

Other administrative tasks analogous to the above and/or as directed by the Sr. QA Lead or Manager

Customer/Client Management

Serves as the secondary point of contact for qualityrelated inquiries and escalations from clients.

Collaborates with client stakeholders to understand their quality expectations feedback and requirements.

Proactively addresses client concerns and implements measures to enhance client satisfaction with quality assurance processes and outcomes.

Assists the Sr. QA Lead and/or TQA Manager in managing and implementing client directives and instructions.

Requirements:

Proven experience in a quality assurance role within the BPO industry with at least 23 years of experience in a leadership or supervisory capacity.

Strong knowledge of quality assurance methodologies tools and best practices.

Experience in developing data and quality forms and guidelines is a must

Experience in handling pioneer accounts and building a QA team is preferable

Adept in using Microsoft Office (intermediate Word basic Excel)

Excellent analytical and problemsolving skills with the ability to interpret data and make datadriven decisions

Excellent communication and interpersonal skills with the ability to effectively collaborate with internal teams and external clients.

Outstanding customer service skills and dedication to providing exceptional customer care

Detailoriented with a focus on accuracy and quality

Must be able to effectively deal with people at all levels inside and outside of the Company

Creative ability & writing proficiency

Ability to multitask and successfully operate in a fast paced team environment

Must adapt well to change and successfully set and adjust priorities as needed

Must be willing to work in shifting schedules

Must be amenable to work inoffice