Quality Assurance Lead

Primary Responsibilities

• Maintain and develop internal quality standards.
• Analyze NPS and CSAT results and provide constructive feedback and action plans for improving results.
• Recommend enhancement or updates to supporting materials and training programs to improve customer experience.
• Coordinate and participates in calibration sessions to ensure consistency in monitoring and evaluation standards.
• Execute weekly and monthly evaluation of all contact center frontline support team members.
• Complete and distributes weekly/monthly reporting of evaluation progress.
• Complete and distributes weekly/monthly reports on performance trends on business, team, and agent levels.

Required Skills/Abilities

• Strong written and verbal communication skills and ability to present information in a clear and concise manner.
• Experience working in a fast-paced environment and ability to manage multiple tasks with a varying degree of complexity and difficulty.
• Experience conducting in-person coaching, development, and interactive training sessions in call center environment.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Proficient Microsoft Office Suite or related software.
• Bi-lingual with exceptional English language and writing skills.

Education and Experience

• At least 5 years of experience in a quality assurance or call center leadership role.
• Experience developing action plans to improve quality standards or KPI performance.
• Experience with business intelligence system
• Six Sigma Green Belt Certified
• Bachelor's Degree a plus