Quality Assurance Lead
3 days ago
About JobsAvenuePH:
We are seeking a seasoned Quality Assurance (QA) professional to lead our QA team in monitoring, evaluating, and enhancing customer interactions.
Key Responsibilities:
- Lead the QA team in evaluating inbound and outbound calls, chat, and email interactions for quality assurance.
- Develop strategies to enhance customer service performance by analyzing trends and areas for improvement.
- Provide coaching and feedback to agents on communication skills and adherence to company policies.
- Collaborate with training teams to identify skill gaps and implement targeted learning initiatives.
- Analyze QA reports to identify trends, areas for improvement, and best practices.
- Ensure compliance with industry regulations, company policies, and performance metrics through regular calibration sessions.
- Promote process improvements to enhance efficiency and customer satisfaction.
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