Quality Assurance Team Lead
4 weeks ago
About the Role
We are seeking a highly skilled Quality Assurance Team Lead to join our team at MarketStar. As a Quality Assurance Team Lead, you will be responsible for reviewing and auditing CRM entries and telephone/email interactions, as well as analyzing data, emails, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
Key Responsibilities
- Monitor, coach, and provide feedback to ensure delivery of the defined customer experience in every call.
- Analyze and audit data, emails, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
- Identify areas of service improvements and develop programs that improve the overall quality and customer satisfaction levels.
- Implement and effectively use different QC tools, best practices, and procedures.
- Monitor and develop plans to improve CSAT.
- Monitor employee quality records; track and report on outcomes.
- Provide structured and timely feedback and recommendations to improve individual and team performance.
- Participate in calibration sessions.
What We Offer
As a Quality Assurance Team Lead at MarketStar, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. We offer a comprehensive benefits package, including health insurance, generous leave policy, and opportunities for professional growth and development.
Requirements
- 2+ years of experience in quality assurance or a related field.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks.
- Proactive approach to identifying potential customer dissatisfaction issues.
Why Join MarketStar?
At MarketStar, we are passionate about creating growth for our clients, employees, and community. We offer a dynamic and supportive work environment, with opportunities for professional growth and development. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
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