Quality Assurance Lead

Every Day is Game Day

Role Purpose

A Quality Assurance (QA) professional ensures service quality and compliance within environment. They monitor and evaluate customer interactions, analyze performance data, provide feedback, and contribute to training and process improvement initiatives. Their goal is to enhance customer satisfaction, efficiency, and adherence to company standards and regulations.

The responsibilities we entrust you with

• Monitoring and Evaluation:

  Assessing customer interactions (calls, chats, emails, etc.) for adherence to quality standards, procedures, and compliance requirements.

• Performance Analysis:

  Analyzing data from customer interactions to identify trends, areas for improvement, and potential issues.

• Feedback and Coaching:

  Providing constructive feedback to customer service representatives based on evaluations, and Offering coaching to enhance their performance.

• Quality Improvement:

  Developing and implementing strategies to improve service quality, including process improvements and training initiatives.

• Reporting and Documentation:

  Preparing reports on quality performance, maintaining records of evaluations, and documenting processes.

• Collaboration:

  Working with team leads, managers, and other stakeholders to address quality issues and implement solutions.

Essential Skills

• Quality Assurance Principles:

  Solid understanding of quality assurance methodologies and best practices.

• Analytical Skills:

  Ability to analyze data, identify trends, and draw meaningful conclusions.

• Communication Skills:

  Excellent written and verbal communication skills for providing feedback and collaborating with others.

• Problem-Solving Skills:

  Ability to identify and resolve quality issues effectively.

• Attention to Detail:

  Meticulous attention to detail in monitoring and evaluating interactions.

• Customer Focus:

  Understanding of customer needs and a commitment to delivering excellent service.

• Technical Proficiency:

  Familiarity with relevant tools and technologies used in a BPO environment (e.g., call monitoring software, CRM systems).

What matters in this role

Relevant work experience

• 1-3 years of experience in a QA role, particularly within a BPO environment, is typically required.

• Key Competencies

  : Strong understanding of QA audit frameworks, compliance, and regulatory requirements.
• Excellent attention to detail, organizational skills, and process orientation.
• Good communication skills (written and verbal).
• Proficiency in MS Office and CRM tools. Qualification
• Bachelors degree in Commerce, Finance, Business Administration, or a related field.