Quality Assurance Lead
16 hours ago
We are seeking a Quality Assurance Lead to join our team at Trigent Software Inc.
Job SummaryThis is a senior-level position responsible for leading the quality assurance process for international voice operations, ensuring service excellence and adherence to standards.
Key Responsibilities:- Lead the quality assurance process, ensuring service excellence and adherence to standards.
- Conduct regular coaching sessions with team members to improve performance and quality outcomes.
- Develop and implement process improvement initiatives to optimize workflows and enhance customer service quality.
- Monitor and evaluate agent performance, provide feedback, and suggest training programs.
- Collaborate with other departments to address quality issues and identify opportunities for improvement.
- Ensure compliance with customer service standards and industry best practices.
- Prepare and present detailed reports on quality metrics, trends, and improvement plans.
- Education: Bachelor's degree in a relevant field.
- Experience: Minimum of 7 years of relevant experience in quality assurance for international voice processes. A total of 10 years of overall experience in quality management.
- Skills:
- Strong knowledge of customer service principles and practices.
- Ability to coach and develop teams to meet performance targets.
- Excellent communication, analytical, and problem-solving skills.
- Desired Attributes:
- Ability to manage teams and lead quality improvement efforts in a dynamic, fast-paced environment.
- Strong organizational and multitasking skills, with a keen eye for detail.
- Ability to work under pressure and resolve challenges efficiently.
The estimated annual salary for this position is between $95,000 and $125,000 depending on location and experience.
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