Quality Assurance Lead

Responsibilities

• Ensures that the QA team meets the standards for monitoring in an objective fashion on all customer contact points (web, voice, e-mail, chat, SMS)
• Monitors each team member’s KPI’s, incorporating personal observations, and use this data in coaching and counselling sessions toward improving performance and for development of team members.
• Designs and implements reports to establish patterns and trends of quality issues as they may arise.
• Able to provide a quantifiable data to all quality judgments that are made.
• Conducts client presentations and lead calibration sessions.
• Responsible in maintaining all QA documents and artifacts related to internal and external audits.

Qualifications

• College degree, preferably in Management, Marketing, Psychology, or related fields
• 2 years minimum call center and call monitoring experience