Job Description
Quality Assurance Lead
Duties and Responsibilities:
- Ensures that the QA team meets the standards for monitoring in an objective fashion on all customer contact points (web, voice, e-mail, chat, SMS)
- Monitors each team member’s KPI’s, incorporating personal observations, and use this data in coaching and counselling sessions toward improving performance and for development of team members.
- Designs and implements reports to establish patterns and trends of quality issues as they may arise.
- Able to provide a quantifiable data to all quality judgments that are made.
- Conducts client presentations and lead calibration sessions.
- Responsible in maintaining all QA documents and artifacts related to internal and external audits.
Qualifications:
- College degree, preferably in Management, Marketing, Psychology, or related fields
- 2 years minimum call cen...