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Quality Assurance Team Lead
2 weeks ago
Supervisors/Team Leaders (Call Centre & Customer Service)
Full time
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- Has a strong Quality Assurance background (at least 2 years experience)
- Ability to work well under pressure and with minimal supervision
- Ability to identify urgent vs. important, organize time and workload
- Excellent analytical and decision-making skills
- Must adapt well to change and successfully set and adjust priorities as needed
- Resourceful and has initiative
- Effective client management, performance management, and QA coaching
- Excellent Microsoft Office Skills with an emphasis on Excel and PowerPoint
Responsibilities:
- Assists the Manager in delivering business goals
- Establish priorities and ensure maximum usage of available resources
- Develop monthly and weekly reports showing QA performance and improvement opportunities
- Evaluate and recommend alternative procedures for continuous improvement
- Provide support to Operations for data interpretation and action plan generation
- Facilitate internal and external meetings to ensure alignment and consistency within the team
- Facilitate and be involved in team-driven actions to help people, process and system improvements
- Interpret and support quality policies and implement guidelines to ensure compliance with quality standards and documents
- Facilitate QA Onboarding to QAs
How many years' experience do you have as a Quality Assurance Team Leader?
Have you worked in a call centre before?
How many years' experience do you have in the BPO industry?
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