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Quality Assurance Lead

1 month ago


Delhi, Delhi, India Trigent Software Inc Full time

We are seeking a Quality Assurance Lead to join our team at Trigent Software Inc.

Job Summary

This 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.
Requirements:
  • 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.
Compensation Package:

The estimated annual salary for this position is between $95,000 and $125,000 depending on location and experience.