QA Team Lead
QA Team Lead
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities:
- Perform daytoday QA evaluations and all related processes ensuring alignment with quality standards and business goals.
- Act as backup for the QA Manager for Business Continuity purposes.
- Deliver insights and process recommendations based on QA findings; work closely with Operations to communicate trends and corrective actions.
- Support and facilitate Triad Coaching and GROWbased Coaching for frontline leaders and agents.
- Lead coach and develop a team of QA Analysts fostering a culture of continuous improvement.
- Organize and lead internal and external calibrations ensuring all QA parameters are clearly defined and consistently applied.
- Track coaching completions and manage the safekeeping of coaching logs and documentation.
- Design and implement quality assurance strategies aligned with contact center goals.
- Monitor key KPIs such as AHT FCR and CSAT; provide regular performance reports with insights and recommendations.
- Maintain accurate documentation of QA evaluations coaching sessions calibrations and performance data.
- Promote continuous learning through training programs short courses certifications or industry events for QA Analysts.
Qualifications:
- At least college level
- Minimum of 35 years of QA experience in a call center or BPO environment with at least 12 years in a senior or supervisory QA role.
- Strong knowledge of call center metrics coaching methodologies (Triad GROW) and QA best practices.
- Excellent verbal and written communication skills.
- Strong leadership collaboration and organizational skills.
- Analytical mindset with the ability to turn data into actionable insight.
- Proficiency in QA tools CRM systems and reporting software.
- Six Sigma (Yellow Belt Green Belt or higher)
- COPC Certification plus but not a requirement
- Coaching certifications plus but not a requirement
Employment Type
Full Time
