QA Team Lead

Key Responsibilities:

• Perform day-to-day QA evaluations and all related processes, ensuring alignment with quality standards and business goals.
• Act as backup for the QA Manager for Business Continuity purposes.
• Deliver insights and process recommendations based on QA findings; work closely with Operations to communicate trends and corrective actions.
• Support and facilitate Triad Coaching and GROW-based Coaching for frontline leaders and agents.
• Lead, coach, and develop a team of QA Analysts, fostering a culture of continuous improvement.
• Organize and lead internal and external calibrations, ensuring all QA parameters are clearly defined and consistently applied.
• Track coaching completions, and manage the safekeeping of coaching logs and documentation.
• Design and implement quality assurance strategies aligned with contact center goals.
• Monitor key KPIs such as AHT, FCR, and CSAT; provide regular performance reports with insights and recommendations.
• Maintain accurate documentation of QA evaluations, coaching sessions, calibrations, and performance data.
• Promote continuous learning through training programs, short courses, certifications, or industry events for QA Analysts.

Qualifications:

• At least college level
• Minimum of 35 years of QA experience in a call center or BPO environment, with at least 12 years in a senior or supervisory QA role.
• Strong knowledge of call center metrics, coaching methodologies (Triad, GROW), and QA best practices.
• Excellent verbal and written communication skills.
• Strong leadership, collaboration, and organizational skills.
• Analytical mindset with the ability to turn data into actionable insight.
• Proficiency in QA tools, CRM systems, and reporting software.
• Six Sigma (Yellow Belt, Green Belt, or higher)
• COPC Certification ( plus but not a requirement )
• Coaching certifications ( plus but not a requirement )