Contact Center Quality Team Lead

Job Summary:

The Customer Support QA Team Lead is responsible for overseeing the daily operations of the Quality Assurance team, ensuring that all processes and activities align with the highest standards of quality. This role involves managing the performance and development of auditors, conducting team audits, leading defect hunt initiatives, and enhancing alignment between the audit team and other stakeholders. The QA Team Lead will also play a key role in weekly business reviews (WBR) to report on relevant KPIs..

Key Responsibilities:

1. QA Floor Operations:

• Oversee and manage the day-to-day operations of the QA team, ensuring all quality processes are followed and standards are met.

• Monitor the performance and output of the QA team to ensure efficient workflow and high-quality results.

  1. Conduct QA Team Audits:

• Plan, organize, and execute regular QA audits to ensure compliance with company standards and identify areas for improvement.

• Analyze audit results and implement corrective actions as needed to enhance quality processes.

  1. Team Performance and Development Management:

• Provide leadership and guidance to the team of auditors, including setting performance goals, conducting performance evaluations, and identifying development opportunities.

• Facilitate training and development programs to enhance the skills and capabilities of the QA auditors.

  1. Defect Hunt Team Lead and Auditors Alignment:

• Lead defect hunt initiatives, ensuring effective collaboration between the QA team and auditors to identify and address product or process defects.

• Align audit activities with defect hunt efforts to ensure comprehensive quality control.

  1. Weekly Business Reviews (WBR):

• Prepare and present Audit the Audior metrics and findings during weekly business reviews.

• Collaborate with other departments to ensure QA insights are incorporated into overall business strategies.

Qualifications:

• Proven experience in a quality assurance role, with a minimum of 2 years in a leadership position.
• Excellent written communication skills
• Strong knowledge of quality assurance methodologies and best practices.
• Excellent leadership, communication, and team management skills.
• Ability to analyze data, conduct audits, and implement process improvements.
• Experience with defect management and alignment processes.
• Proficient in reporting and presenting QA metrics in business reviews.

System Requirements

• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection