Quality Assurance Team Lead

**Job Description** **Role Overview:** IntouchCX, a global leader in customer experience management and digital engagement, is seeking a Quality Assurance Team Lead to play a crucial role in ensuring the company meets its production objectives and performance standards. As the Quality Assurance Team Lead, you will work closely with the Quality Team to maintain quality metrics, identify improvement opportunities, develop solutions, and coach team members to drive positive change in customer service. **Key Responsibilities:** - Manage administrative and reporting tasks related to quality metrics - Provide actionable insights to Operations Team and client-partners - Collaborate with support departments to achieve metric goals - Review and maintain calibration scores within the QA Team - Develop operational statistics, financial management information, and results reporting - Support Business Development initiatives - Research escalated issues to offer coaching opportunities - Report scripting problems or questions from callers to relevant departments - Distribute client-partner and company-related correspondence - Perform other duties as assigned **Qualifications Required:** - A post-secondary degree or certificate, preferably in Business Management; a combination of education and work experience will also be considered - 1-2 years of Quality Assurance experience - 1 year of experience in a leadership, supervisory, or coaching role - Intermediate knowledge of MS Excel, MS Word, and MS Office (required) - Typing speed of 30 WPM with accuracy - Strong verbal and written communication skills with good spelling and grammar - Ability to work under time constraints and meet deadlines - Comfortable working in a fast-paced, dynamic environment - Excellent leadership, analytical, and problem-solving skills - Ability to offer suggestions and solve problems in a positive, developmental manner - Capable of making fair and consistent judgments and decisions - Attentive listening skills and ability to analyze calls for compliance with performance metrics - Strong multitasking, detail-oriented, organizational, and time management skills - Effective interpersonal skills to interact with employees at all levels and people from diverse backgrounds. **Job Description** **Role Overview:** IntouchCX, a global leader in customer experience management and digital engagement, is seeking a Quality Assurance Team Lead to play a crucial role in ensuring the company meets its production objectives and performance standards. As the Quality Assurance Team Lead, you will work closely with the Quality Team to maintain quality metrics, identify improvement opportunities, develop solutions, and coach team members to drive positive change in customer service. **Key Responsibilities:** - Manage administrative and reporting tasks related to quality metrics - Provide actionable insights to Operations Team and client-partners - Collaborate with support departments to achieve metric goals - Review and maintain calibration scores within the QA Team - Develop operational statistics, financial management information, and results reporting - Support Business Development initiatives - Research escalated issues to offer coaching opportunities - Report scripting problems or questions from callers to relevant departments - Distribute client-partner and company-related correspondence - Perform other duties as assigned **Qualifications Required:** - A post-secondary degree or certificate, preferably in Business Management; a combination of education and work experience will also be considered - 1-2 years of Quality Assurance experience - 1 year of experience in a leadership, supervisory, or coaching role - Intermediate knowledge of MS Excel, MS Word, and MS Office (required) - Typing speed of 30 WPM with accuracy - Strong verbal and written communication skills with good spelling and grammar - Ability to work under time constraints and meet deadlines - Comfortable working in a fast-paced, dynamic environment - Excellent leadership, analytical, and problem-solving skills - Ability to offer suggestions and solve problems in a positive, developmental manner - Capable of making fair and consistent judgments and decisions - Attentive listening skills and ability to analyze calls for compliance with performance metrics - Strong multitasking, detail-oriented, organizational, and time management skills - Effective interpersonal skills to interact with employees at all levels and people from diverse backgrounds.