Quality Team Leader

Roles and Responsibility

• Lead and manage the quality team to achieve high standards of customer service and sales performance.
• Develop and implement quality control processes and procedures to ensure consistency and accuracy.
• Conduct regular audits and reviews to identify areas for improvement and provide coaching and feedback to team members.
• Collaborate with other departments to resolve issues and improve overall business performance.
• Analyze data and metrics to identify trends and opportunities for improvement.
• Implement corrective actions to address identified issues and improve quality.

Job Requirements

• Proven experience as a Quality Team Leader or similar role in a BPO/Call Centre environment.
• Strong knowledge of quality control processes and procedures.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong analytical and decision-making skills.
• Experience with quality management tools and software is an asset.