Posted:1 day ago|
Platform:
Work from Office
Full Time
Were changing the way people think about customer service, and we need your help!
Were looking for a Quality Assurance Team Lead to be responsible for recording, reviewing and evaluating production objectives and performance standards. Working with the Quality Team, this role involves ensuring we are in accordance with both our internal and client-partner metric goals, as well as identifying areas of opportunity, developing solution plans and coaching team members.
Manage administrative and reporting tasks associated with quality metrics
Assist in providing actionable insights to our Operations Team and client-partners
Partner with other support departments to achieve metric goals
Assist in reviewing and maintaining calibration scores among the QA Team
Maintain and develop pertinent operational statistics, financial management information and results reporting
Support and contribute to Business Development initiatives
Research escalated issues to deliver coaching opportunities
Report scripting problems or questions from callers to appropriate departments
Distribute client-partner and company related correspondence
Perform other duties as assigned
A post-secondary degree or certificate, preferably in Business Management (a combination of education and work experience will also be considered)
At least 1-2 years of Quality Assurance experience
At least one year of experience in a leadership, supervisory or coaching role
Intermediate knowledge of MS Excel, MS Word and MS Office (required)
The ability to type 30 WPM with accuracy
Strong verbal and written communication skills, including good spelling and grammar skills
The ability to work under time constraints and meet deadlines
The ability to work in a fast-paced, hectic and always changing environment
Excellent leadership, analytical and problem solving skills
The ability to solve problems and offer suggestions in a positive, developmental manner
The ability to make fair and consistent judgments and decisions
The ability to listen attentively use call information to analyze and score calls to ensure compliance with performance metrics
The ability to handle multiple tasks, details, and interruptions, including organizational and time management skills
Effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
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