Quality Assurance Lead

3 weeks ago

india Booth and Partners Pte Ltd Full time
Job Description

Job Summary

A Quality Assurance Team Leader will be responsible for supervision, training, and development of Quality Assurance Specialists under him/her and will help ensure the delivery of exceptional service quality to our clients. He/she will be the second-in-command of the Sr. Quality Assurance Team Leader and will support the Quality Assurance team in his/her absence.

 

Job Duties and Responsibilities:

Key Responsibilities

·       Participates in design of call/ticket/email/etc. monitoring formats and quality standards.

·       Performs quality monitoring/evaluation through call listening, ticket reviews, etc. and audit of the auditors to minimize variance.

·       Uses quality monitoring data management system to compile and track performance at team and individual level.

·       Prepares and analyzes internal and external quality reports for management staff review.

·       Provide clear insight into performance drivers and the levers which impact performance.

·       Design quality rules, guidelines and forms to achieve the highest performances.

·       Hold calibrations and meetings with operations and/or clients to find common grounds and sustain system stability.

·       Creates and regularly reviews framework and methodology for calibrating internal and external QA resources to ensure alignment to QA policies and creating a plan to close identified gaps in performance

·       Integrates overall QA process with CSAT program to understand the needs of customers to close gaps in QA and training

·       Trains, mentors and coaches team, ensuring a highly productive and efficient workforce.

·     Analyzes company data, and develops and implements initiatives to improve agent performance

·       Documents team processes and company policies to record quality management framework, standards, and procedures

·       Acts as a subject matter expert in quality assurance processes and provides hands-on support to frontline agents as needed.

Management and Administrative Tasks

•       Motivate and lead the team in attaining target scores for quality, productivity and overall Key Performance Indicators.

•       Creates and implements process improvements.

•       Preparation and generation of Weekly and Monthly Performance Reports

•       Provide immediate coaching to Quality Assurance Specialists

•       Facilitate Team Activities and Internal Program initiatives

•       Immediate in-charge of escalation whenever there are IT or any Technical issues

•       Training and on-boarding of new Quality Assurance Specialists

•       Other administrative tasks analogous to the above and/or as directed by the Sr. QA Lead or Manager

 

 

Customer/Client Management

·       Serves as the secondary point of contact for quality-related inquiries and escalations from clients.

·       Collaborates with client stakeholders to understand their quality expectations, feedback, and requirements.

·       Proactively addresses client concerns and implements measures to enhance client satisfaction with quality assurance processes and outcomes.

·       Assists the Sr. QA Lead and/or TQA Manager in managing and implementing client directives and instructions.

 

Requirements:

 

•       Proven experience in a quality assurance role within the BPO industry, with at least 2-3 years of experience in a leadership or supervisory capacity.

•       Strong knowledge of quality assurance methodologies, tools, and best practices.

•       Experience in developing data and quality forms and guidelines is a must

•       Experience in handling pioneer accounts and building a QA team is preferable

•       Adept in using Microsoft Office (intermediate Word, basic Excel)

•       Excellent analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions

•       Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal teams and external clients.

•       Outstanding customer service skills and dedication to providing exceptional customer care

•       Detail-oriented with a focus on accuracy and quality

•       Must be able to effectively deal with people at all levels inside and outside of the Company

•       Creative ability & writing proficiency

•       Ability to multitask and successfully operate in a fast paced, team environment

•       Must adapt well to change and successfully set and adjust priorities as needed

•       Must be willing to work in shifting schedules

•       Must be amenable to work in-office


Requirements
Audit, Training, Quality Assurance, Calibration, QA Reports

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