Quality Team Lead

Job Description

Quality Analyst Roles and Responsibilities: ● Develop and maintain internal support and call center quality standards ● Review a subset of sales agents' interactions (calls, emails, chats, etc.) ● Provide meaningful and constructive feedback on evaluations ● Discuss and explain feedback with agents in regular meetings ● Create strategies to improve support KPIs ● Assist agents in enhancing their performance through specific guidance and ongoing support ● Identify training and onboarding needs and initiate related projects ● Generate reports that reflect support performance ● Report the support team’s performance to senior management ● Participate in calibration sessions to ensure consistency in internal evaluations ● Contribute positively to team culture An ideal candidate should have: ● 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+ yrs. ● Strong communication skills, including the ability to deliver (negative) 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 Perks and Benefits: ● Opportunity to work on a highly critical role, which will have a direct and big impact ● A learning environment with supports looking at problems in unique ways ● Collaborative and diverse team which values mutual respect and clear communication ● Challenging work so that you can keep your brain healthy The Successful Applicant: ● Fast, focused and committed individuals with an ability to work in a diverse team ● Passionate about creating something big & impactful Show more Show less