Quality Team Lead

As a Quality Analyst, your role will involve developing and maintaining internal support and call center quality standards. You will be responsible for reviewing a subset of sales agents" interactions such as calls, emails, and chats, and providing meaningful and constructive feedback on evaluations. It will be essential for you to discuss and explain feedback with agents in regular meetings and create strategies to improve support KPIs. Additionally, you will assist agents in enhancing their performance through specific guidance, identify training needs, and initiate related projects. Generating reports reflecting support performance and reporting the team's performance to senior management will also be part of your responsibilities. Participation in calibration sessions to ensure consistency in evaluations and contributing positively to team culture are key aspects of this role. Qualifications Required: - Minimum 8 years of hands-on experience in quality assurance within customer service or sales - Proven track record of analytical skills - Experience managing a team for 3+ years - Strong communication skills, including the ability to deliver feedback effectively - Excellent people skills and the ability to build rapport - Good organizational skills and knowledge of goal-setting practices - Experience with data visualization and understanding of support metrics - Problem-solving capabilities to create meaningful strategies to improve support quality The company offers: - Opportunity to work on a highly critical role with a direct and significant impact - A learning environment that encourages unique problem-solving approaches - Collaborative and diverse team culture that values mutual respect and clear communication - Challenging work to keep your brain healthy If you are a fast, focused, and committed individual with the ability to work in a diverse team, passionate about creating impactful solutions, then you might be the successful applicant for this position.,