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QA Team Lead Position

2 weeks ago

Cebu City, Central Visayas, Philippines JobsAvenuePH Full time

Lead QA Supervisor Opportunity:

We are seeking a highly motivated and experienced Quality Assurance (QA) Supervisor to lead our QA team. As a key member of our team, you will be responsible for ensuring that our call center operations meet high-quality service standards while driving continuous improvement.

Key Responsibilities:

  • Oversight of the QA team in evaluating inbound and outbound calls, chat, and email interactions.
  • Development and implementation of quality assurance strategies to enhance customer service performance.
  • Provision of detailed feedback and coaching to agents to improve communication and adherence to company policies.
  • Collaboration with training teams to identify skill gaps and implement targeted learning initiatives.
  • Generation and analysis of QA reports to identify trends, areas for improvement, and best practices.
  • Maintenance of compliance with industry regulations, company policies, and performance metrics.
  • Conducting regular calibration sessions with stakeholders to maintain consistency in quality evaluations.
  • Leadership of process improvement initiatives to enhance efficiency and customer satisfaction.

Qualifications:

  • Proven experience as a QA Supervisor or Senior QA Analyst in a call center environment.
  • Strong leadership skills with experience in managing and mentoring a QA team.
  • Excellent analytical and problem-solving skills to identify and address performance gaps.
  • Proficiency in QA tools and call monitoring systems.
  • Exceptional communication and coaching skills to provide constructive feedback.
  • Knowledge of industry compliance standards and customer service best practices.