QA Team Leader

Job Summary

The QA Team Leader will manage processes and personnel to conduct our quality assurance process. In this role, the QA Team Leader will develop effective and efficient methods, maintains documentation throughout the quality assurance process, and communicates with Operations to provide a reliable, consistent, and positive consumer experience through calibration sessions and client touchpoints.

Responsibilities

• Participates in design of call monitoring formats and quality standards.
• Provide data and actionable items to site management and internal support groups as necessary
• Manage the staff members within the Quality Assurance team via regular performance review and coaching sessions to ensure growth and performance within the department.
• Manage the Quality Assurance department to ensure call-scoring scope and objectives are met.
• Coordinate and facilitate completion of all Monthly QA reporting deliverables to both internal Ops teams and Clients.
• Coordinates and facilitates call calibration sessions.
• Complete calibration session at least once a month with the QA team, MC/TL s, Clients or agents
• Perform random audit on QA agents to ensure result accuracy and alignment of external/internal processes and call grading requirements.
• Facilitates and completes training with QA agents on all changes or new client/compliance requirements
• Notify Senior Management of any opportunity for improvement or violation by an agent, as identified in the audit process.
• Completing file and performance reviews, review and assign work and conduct training and coaching to the team members
• Champion company core values and other company programs to engage and motivate our employees
• Other duties as assigned

Reports to: Customer Experience Manager

Education

• High School Diploma or Equivalent
• College Diploma or University Degree

Experience

• Minimum 2 years of relevant managerial experience
• Previous administrative or compliance experience and experience in dealing with attorneys, regulatory bodies and auditors

Certificates, Licenses, & Registration

There are no personal certification, licensing, or registration requirements for this job at this time.

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