Quality Analyst Team Lead

Education:

High School Graduate is required

Experience:

Minimum of two years of experience needed in a call center managing the inbound calls including a minimum of 2 years of experience as Quality Analyst.

Mandatory Skills:

• Excellent written and verbal communication skills

• Must be proficient in typing speed

• Strong keyboarding/computer skills, including Microsoft Word and Excel 

• Ability to mentor and coach the team to maximize performance and productivity.

• Ability to effectively lead and develop team towards improved performance.

• Ability to lead and manage multiple QA's

• Must be detail oriented with good observation skills.

• Good Presentation skills and must be able to present data to the clients.

• Ability to analyze and improve work policies and procedures 

• Ability to build open and effective relationships with direct reports

• Ability to demonstrate innovation, and problem solving skills when making decisions.

• Ability to work well under pressure

Roles & Responsibilities:

• Monitor, identify and resolve performance/behavior/attendance issues using established performance and management techniques 

• Analyze quality reports to identify trends and communicate to Quality Manager 

• Hold team meetings on a regular basis with direct reports. 

• Ensure QA's meets daily, weekly, and monthly audit targets.

• Ensure team meets the ATA target.

• Conduct One on Ones with QA's weekly/monthly.

• Communicate all process and client changes to QA Team in a timely manner 

• Adhere to all policies and processes 

• Conduct performance reviews and ensure training needs of direct reports are met 

• Facilitate Calibration sessions with QA Team and Operations Team to ensure understanding

• Provide Daily/Weekly/Monthly reports to Quality Manager.

• Administer maintenance, training and updates for customer contact monitor or recording systems

• Troubleshoot system problems report to appropriate department

• Support Management focus on key Quality service drivers (provide granular information/expertise supporting development of action items. (I.E. job aids training, quality tips, etc.)

• Train new staff members on system components/ departmental processes

• Facilitate and/ or participate in calibration sessions with Quality leadership staff (internal/external including Operational Calibrations)

• Provide coaching/ feedback to Quality Evaluator team regarding performance development/admin.

• Provide resolution regarding requests for observation review (Quality disputes)

• Support Manager / Sr. Manager in various projects

• Facilitates in client weekly / monthly / Quarterly business reviews. 

• Manage and govern capacity utilization of the team 

Salary Range: $17.00 Hourly

Sagility Offers Competitive Benefits Including:

• Medical

• Dental

• Vision

• Life Insurance

• Short-Term and Long-Term Disability

• Flexible Spending Account

• Life Assistance Program

• 401K with employer contribution

• PTO and Sick Time

• Tuition Reimbursement

Join our team, we look forward to talking with you!

An Equal Opportunity Employer/Vet/Disability