Quality Lead

Job Summary:

Reporting to the Director of Service Operations, Quality Lead is responsible for assessing the quality of the performance of the service desk employees. The Quality Lead will monitor inbound and outbound calls, email responses, and tickets to assess communication technical accuracy, service performance, and conformity to policies and procedures. The Quality Lead will help develop, create, and implement service desk quality processes and procedures; as well as make recommendations for enhancements to training materials as needed to enhance the team performance.

Primary Duties and Responsibilities:

• Establish and refine internal standards for support and service desk quality assurance.
• Review a selection of support agents’ interactions across various channels (calls, emails, chats, tickets etc.).
• Evaluate support engagements against predetermined quality benchmarks.
• Provide agents with constructive feedback and guidance during regular meetings.
• Engage in dialogue with agents to elaborate on and clarify feedback.
• Analyze customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance.
• Devise strategies to enhance support KPIs.
• Assist in enhancing agent performance through targeted guidance and ongoing support.
• Identify training and onboarding needs and spearhead relevant initiatives.
• Monitor customer service performance at both individual agent and team levels.
• Generate comprehensive reports reflecting support performance.
• Communicate support team performance findings to upper management.
• Identify process improvement opportunities to update SOPs
• Foster a positive team culture.

Complexity :

• Stress tolerance and adaptability.
• Ability to deliver constructive feedback.
• Ability to multitask.
• Engage management team to provide recommendations and feedback.

Decision Making Authority :

• Assess job performance and quality of employees.
• Work with management teams on policies and procedures.
• Make recommendations on process improvements.
• Quality Control

Physical Working Environment :

Normal office conditions apply. Use of computer, monitors, and communication tools. Sitting for long periods of time.

Job Qualifications :

Education/Certifications:

• Associate or Bachelor's degree (preferred)
• Certifications pertinent to technology area(s) of expertise (preferred)

Required/Desired Knowledge, Experience and Skills:

• Have hands-on experience working in call center or service desk quality assurance or related roles.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Be tech-savvy and competent in Microsoft Office Suite or Google Workspace.
• Knowledge and experience tracking key service desk QA metrics.
• Have report writing, data visualization, and presentation skills.
• Proven history of analytical and problem-solving skills from previous roles.
• Ability to initiate and complete projects without supervision.
• Ability to communicate with discretion, professionalism, and confidentiality when needed.
• Ability to positively contribute to organizational culture.
• Excellent verbal and written communication skills.
• Ability to multitask and thrive in a fast-paced (dynamic) environment.