Bilingual Quality Assurance Team Leader at OutSta

Location: Remote (50hrs weekly

Position Type: Full-Time

About the Role:

We are seeking a Quality Assurance Customer Service Team Leader to oversee the performance and quality standards of our customer service team. The ideal candidate will have a strong background in quality assurance processes, leadership, and customer service excellence.

Key Responsibilities:

1. Lead and mentor the customer service team to ensure high-quality support and customer satisfaction.
2. Develop and implement quality assurance processes, including monitoring calls, chats, and emails.
3. Provide feedback, coaching, and training to team members to enhance performance.
4. Analyze performance data and generate reports to track KPIs and quality metrics.
5. Collaborate with management to develop strategies for continuous improvement.

Qualifications:

1. Proven experience in quality assurance within a customer service environment.
2. Leadership experience with the ability to motivate and guide a team.
3. Strong analytical skills with a keen eye for detail.
4. Excellent communication and interpersonal skills.
5. Flexible schedule and ability to adapt to shifting priorities.