Quality Team Lead

• The Quality Analyst Team Lead is responsible for guiding a team of quality analysts toensure services meet internal standards, meet customer expectations, and regulatoryrequirements. This role designs QA strategies, monitors performance, facilitatescontinuous improvement, and drives adherence to best practices.• Quality Assurance Lead is responsible for assessing the quality of the performance oforganizational associates who deal with our existing and potential customers.• The QA will monitor inbound and outbound call and emails responses to assessassociate’s demeanor, technical accuracy, customer service performance, andconformity to company policies and procedures and QA TL will lead the team.

Were Excited About You If You Have

• Team Leadership & Mentorship-Lead and mentor QA team members, includingonboarding and performance feedback.• Test Strategy & Planning-Develop and implement comprehensive test plans andstrategies (manual/automated) aligned with project timelines and Agile methodologies• Root Cause Analysis & Continuous Improvement-Conduct root cause analysis, suggestcorrective actions, and foster a culture of ongoing quality enhancements• Understands process/function goals and help the team to achieve them.• Conducting Calibration Sessions and initiating Action Plans for reducing Variance.• Prepares and analyzes internal and external quality reports for management staffreview.• Multitasking and time management skills.• Ensure Adherence to Process Quality SLA's.• Coordinating with the clients on process related issues & updates.• Takes others perspective into account when communicating, negotiating, or presentingarguments.• Listens & clearly presents information.• Demonstrate expertise in functional knowledge and the ability to apply them in thealigned project.

Requirements

• Should have more than 1+ year of experience in international US voice process.• Preferred 3rd Party or 1st Party Collections experience.• Must be self-motivator and self-starter.• Attention to detail, time management, and decision-making skills.• Vigilant in following up to ensure that developed plans addressing issues and problemshave been implemented.• Demonstrate flexibility and a sense of urgency.• Must adapt well to change and successfully set and adjust priorities as needed.• Ability to multitask and successfully operate in a fast paced, team environment.• Creative ability & writing proficiency.

Qualification

• Bachelor’s degree• Excellent verbal, written and interpersonal communication skills; Has excellent oral &written communication skills.• Exceptional listening and analytical skills