Quality Assurance Lead

• Participates in design of call/ticket/email/etc. monitoring formats and quality standards.
  
• Performs quality monitoring/evaluation through call listening, ticket reviews, etc. and audit of the auditors to minimize variance.
  
• Uses quality monitoring data management system to compile and track performance at team and individual level.
  
• Prepares and analyzes internal and external quality reports for management staff review.
  
• Provide clear insight into performance drivers and the levers which impact performance.
  
• Design quality rules, guidelines and forms to achieve the highest performances.
  
• Hold calibrations and meetings with operations and/or clients to find common grounds and sustain system stability.
  
• Creates and regularly reviews framework and methodology for calibrating internal and external QA resources to ensure alignment to QA policies and creating a plan to close identified gaps in performance
  
• Integrates overall QA process with CSAT program to understand the needs of customers to close gaps in QA and training
  
• Trains, mentors and coaches team, ensuring a highly productive and efficient workforce.
  
• Analyzes company data, and develops and implements initiatives to improve agent performance
  
• Documents team processes and company policies to record quality management framework, standards, and procedures
  
• Acts as a subject matter expert in quality assurance processes and provides hands-on support to frontline agents as needed.
  

• Motivate and lead the team in attaining target scores for quality, productivity and overall Key Performance Indicators.
  
• Creates and implements process improvements.
  
• Preparation and generation of Weekly and Monthly Performance Reports
  
• Provide immediate coaching to Quality Assurance Specialists
  
• Facilitate Team Activities and Internal Program initiatives
  
• Immediate in-charge of escalation whenever there are IT or any Technical issues
  
• Training and on-boarding of new Quality Assurance Specialists
  
• Other administrative tasks analogous to the above and/or as directed by the Sr. QA Lead or Manager
  

• Serves as the secondary point of contact for quality-related inquiries and escalations from clients.
  
• Collaborates with client stakeholders to understand their quality expectations, feedback, and requirements.
  
• Proactively addresses client concerns and implements measures to enhance client satisfaction with quality assurance processes and outcomes.
  
• Assists the Sr. QA Lead and/or TQA Manager in managing and implementing client directives and instructions.
  

Requirements

• Proven experience in a quality assurance role within the BPO industry, with at least 2-3 years of experience in a leadership or supervisory capacity.
  
• Strong knowledge of quality assurance methodologies, tools, and best practices.
  
• Experience in developing data and quality forms and guidelines is a must
  
• Experience in handling pioneer accounts and building a QA team is preferable
  
• Adept in using Microsoft Office (intermediate Word, basic Excel)
  
• Excellent analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions
  
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal teams and external clients.
  
• Outstanding customer service skills and dedication to providing exceptional customer care
  
• Detail-oriented with a focus on accuracy and quality
  
• Must be able to effectively deal with people at all levels inside and outside of the Company
  
• Creative ability & writing proficiency
  
• Ability to multitask and successfully operate in a fast paced, team environment
  
• Must adapt well to change and successfully set and adjust priorities as needed
  
• Must be willing to work in shifting schedules
  

Benefits