Quality Assurance Team Leader

About the role

The Quality Assurance Team Leader will play a pivotal role in achieving Alta Resources' vision and Strategic Mandates by delivering on our Quality mission, "To set the standard all experiences are compared to" for our clients and their respected customers using a multi-faceted, leadership style that reflects the culture and philosophies of Alta and our clients. The Quality Assurance Team Leader manages activities within the Alta Resources global organization by achieving and exceeding performance metrics creating and maintaining a highly motivated and skilled team, promoting efficiency, and economy of operations. This leader will manage and/or assist in interviewing, scheduling, training, customer/employee escalations, metrics, data analysis, reports, special projects, conference calls/meetings, and launch of client initiatives.

Key responsibilities

• Leads all quality monitoring and training feedback efforts by collaborating with leaders across all programs
• Provides support in processing and reviewing quality monitors and disputes
• Supervises and coordinates activities of Quality Assurance Representatives to maximize consumer satisfaction, customer loyalty, performance metrics and quality
• Conducts and/or participates in team meetings to communicate client's objective and provide Alta Resources updates
• Monitor feedback provided to Customer Care Rep and ensure conformity set to quality standards
• Collaborate with operational leaders to suggest needed training to address recurring QA issues by Customer Care Rep
• Provides employees coaching, guidance, and development to improve or advance performance
• Prepares work schedules, updates attendance tracking, upkeeps employee records, approves time sheets, monitor's PTO, I3, reports and reports monthly incentive
• Conducts performance reviews of employees under his/her team and recruits new employees
• Manages/oversees staffing levels, assigns duties, and examines work to meet client expectations

About you

• Bachelor's Degree required
• At least two years of call center, customer service, or sales related experience required
• At least three year QA related experience required
• At least two years of previous leadership experience required
• Excellent English written and verbal skills
• Strong organizational, time management, and analytical skills
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to write reports, business correspondence, and procedure manuals
• Proficient with various software applications including Microsoft Word, Excel, PowerPoint, and Outlook and internet navigation