Quality Assurance Team Lead @ 24-7 Intouch

Job Description

Job description

The Quality Analyst - Team Lead position is in place to assist the quality team with questions, concerns, and professional development. This role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved.

• Manage quality team attendance, adherence, and scheduling
• Ensure the quality team knows about any upcoming changes to workflows or work types
• Responsible for the professional development of Quality Specialists
• Complete quality calibrations on time each time
• Assist in providing actionable insights to the Operations team and client
• Research any escalated issues thoroughly in order to co-deliver coaching opportunities to representatives with the Team Lead
• Partner with other support departments to achieve metric goals
• Maintain and develop pertinent operational statistics, financial management information, and results reporting
• Assist or lead the training of additional quality specialists on a needed basis
• Strong verbal and written communication skills, including good spelling and grammar skills
• Ability to work under time constraints and meet deadlines
• Hands on experience in MS Excel and MS Office
• Ability to work in a fast-paced, hectic, changing environment
• Solve problems and offer suggestions in a positive developmental manner
• Listen attentively and use call information to analyze and score calls to ensure compliance with performance metrics
• Strong leadership, organizational and time management skills
• Effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Post-secondary degree or certificate, preferably in Business Management
• Combination of education and work experience will also be considered
• Six sigma certification is desirable
• Must have at least 3 years of International voice experience.
• At least 2+ years of experience as Team lead with leadership, supervisory, or coaching role
• Prior QA and Team management experience is expected.

Employement Category:

+ View Contact

Keyskills:   quality management quality assurance software engineering