Job Summary

The QA Team Leader will manage processes and personnel to conduct our quality assurance process. In this role, the QA Team Leader will develop effective and productive methods, maintains documentation throughout the quality assurance process, and communicates with Operations to provide a reliable, consistent, and positive consumer experience through calibration sessions and client touchpoints.

Responsibilities
Participates in design of call monitoring formats and quality standards.
Provide data and actionable items to site management and internal support groups as necessary
Manage the staff members within the Quality Assurance team via regular performance review and coaching sessions to ensure growth and performance within the department.
Manage the Quality Assurance department to ensure call-scoring scope and objectives are met.
Coordinate and facilitate completion of all Monthly QA reporting deliverables to both internal Ops teams and Clients.
Coordinates and facilitates call calibration sessions.
Complete calibration session at least once a month with the QA team, MC/TL s, Clients or agents
Perform random audit on QA agents to ensure result accuracy and alignment of external/internal processes and call grading requirements.




Facilitates and completes training with QA agents on all changes or current client/compliance requirements
Notify Senior Management of any prospect for improvement or violation by an agent, as identified in the audit process.
Completing file and performance reviews, review and assign work and conduct training and coaching to the team members
Champion company core values and other company programs to engage and motivate our employees
Other duties as assigned

Reports to: Customer Experience Manager

Education
High School Diploma or Equivalent
College Diploma or University Degree

Experience
Minimum 2 years of relevant managerial experience
Previous administrative or compliance experience and experience in dealing with attorneys, regulatory bodies and auditors

Certificates, Licenses, & Registration

There are no personal certification, licensing, or registration requirements for this job at this time.

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📌 Qa Team Leader Bengaluru
🏢 Bill Gosling
📍 Bengaluru