Quality Assurance Lead
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What you'll do
- Implement the Program’s Quality Plan and monitor overall activities of the QA team as agreed with Everise and the clients
- Collaborate with Training, Operations and the Client to keep an open line of communication regarding CSR and Program quality specifics
- Develop and execute innovative strategies to ensure CSRs have the necessary skills and competencies to meet client expectations
- Monitor progress of individual team members; recommend performance action plans for members who are not meeting established standards
- Work with program Supervisors and Managers to ensure that all CSRs are meeting agreed quality standards
- Provide guidance as needed to both new hires and less experienced staff
- Attend and contribute to internal and client meetings, calibrations and similar get-togethers to become updated with latest concerns and issues in the department and in the program
- Remain abreast with program and product updates and assist in conducting Training Needs Analysis for continuing education of CSRs and Leaders
- Provide quality trends and make recommendations for up-training and/or skills enhancement to Training and Operations teams
- Perform other duties and responsibilities that maybe assigned from time to time
What they're looking for
- 3-5 years QA experience in a call center environment
- High school diploma or equivalent required - some college preferred
- Proficiency in Microsoft Office applications, especially MS Word, Power Point and Excel
- Excellent oral and written communication skills Detail-oriented
- Analytical skills
- Exceptional motivational and interpersonal skills
- Able to work independently
- Flexible Schedule
- Dependability regarding completion of assignments and attendance
Nice to have
- some college preferred
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:
The Team Leader - Quality Assurance (NE) is responsible for the daily supervision and management of a team of quality assurance representatives (QAR). The Team Leader’s primary role is to oversee the daily operations of the QA Team and to ensure quality program and initiatives are carried out to meet and exceed the standards set forth by Everise and the client.
Job Requirements:
• Implement the Program’s Quality Plan and monitor overall activities of the QA team as agreed with Everise and the clients
• Collaborate with Training, Operations and the Client to keep an open line of communication regarding CSR and Program quality specifics
• Develop and execute innovative strategies to ensure CSRs have the necessary skills and competencies to meet client expectations
• Monitor progress of individual team members; recommend performance action plans for members who are not meeting established standards
• Work with program Supervisors and Managers to ensure that all CSRs are meeting agreed quality standards
• Provide guidance as needed to both new hires and less experienced staff
• Attend and contribute to internal and client meetings, calibrations and similar get-togethers to become updated with latest concerns and issues in the department and in the program
• Remain abreast with program and product updates and assist in conducting Training Needs Analysis for continuing education of CSRs and Leaders
• Provide quality trends and make recommendations for up-training and/or skills enhancement to Training and Operations teams
• Perform other duties and responsibilities that maybe assigned from time to time
Qualifications:
• 3-5 years QA experience in a call center environment
• High school diploma or equivalent required - some college preferred
• Proficiency in Microsoft Office applications, especially MS Word, Power Point and Excel
• Excellent oral and written communication skills Detail-oriented
• Analytical skills
• Exceptional motivational and interpersonal skills
• Able to work independently
• Flexible Schedule
• Dependability regarding completion of assignments and attendance
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Company
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