Quality Team Leader II

2 weeks ago


Cebu City, Central Visayas, Philippines RealPage, Inc. Full time

The Quality Assurance Team Leader holds a key position within the customer support department and reports directly to the Quality Assurance Manager. This leadership role is instrumental in ensuring the delivery of exceptional customer service and maintaining adherence to stringent quality standards. The Quality Assurance Team Leader oversees a team of dedicated Quality Assurance Specialists, responsible for evaluating and monitoring customer interactions to ensure they consistently meet or exceed established quality benchmarks.

PRIMARY RESPONSIBILITIES

  • Team Supervision: Provide effective leadership, guidance, and support to the team of Quality Assurance Specialists. Conduct regular team meetings, performance evaluations, and coaching sessions to nurture professional growth and development.
  • Quality Evaluation: Oversee the meticulous evaluation process of customer interactions, tickets, and inquiries to ensure they consistently meet the highest quality standards. The Quality Assurance Team Leader collaborates with their team to identify areas for improvement and excellence.
  • Performance Analysis: Monitor and analyze key performance metrics related to customer satisfaction, response times, and issue resolution. These insights drive data-backed decisions to elevate customer support performance.
  • Feedback and Coaching: Offer constructive feedback and coaching to customer support agents based on evaluation findings. Empower agents to enhance communication, product knowledge, and customer service skills.
  • Process Improvement: Collaborate with Product Support leaders to identify opportunities for process improvement and service enhancements. Implement best practices and innovative solutions to achieve customer-centric goals.
  • Stakeholder Communication: Develop strong working relationships with cross-functional teams and stakeholders. Collaborate with Product Support leaders to address customer pain points and ensure consistent delivery of exceptional support.
  • Reporting and Analysis: Prepare comprehensive reports on quality performance, evaluation findings, and improvement initiatives. These reports facilitate data-driven discussions with management and support strategic decision-making. While this is a task mainly for the reports analyst, Team Leaders may be asked to perform this as needed.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • 1-2 years of Product Support Quality Management experience. Proven experience in a leadership or supervisory role, overseeing a team of Quality Assurance Specialists.
  • COPC QA certification and or experience with the COPC QA process preferred
  • College degree is preferred but relevant work experience will be considered as well.
  • Excellent leadership and team management skills, with the ability to coach, mentor, and develop team members.
  • Strong analytical and problem-solving abilities to identify performance gaps and implement improvement initiatives
  • Effective communication skills to provide feedback, report on performance metrics, and collaborate with cross-functional teams.
  • Proficiency in quality assurance methodologies, evaluation techniques, and process improvement tools.
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