Quality Assurance Team Lead

About the Job

We’re changing the way people think about customer service, and we need your help!

We’re looking for a Quality Assurance Team Lead to be responsible for recording, reviewing and evaluating production objectives and performance standards. Working with the Quality Team, this role involves ensuring we are in accordance with both our internal and client-partner metric goals, as well as identifying areas of opportunity, developing solution plans and coaching team members.

As Quality Assurance Team Lead, You Will…

Manage administrative and reporting tasks associated with quality metrics

Assist in providing actionable insights to our Operations Team and client-partners

Partner with other support departments to achieve metric goals

Assist in reviewing and maintaining calibration scores among the QA Team

Maintain and develop pertinent operational statistics, financial management information and results reporting

Support and contribute to Business Development initiatives

Research escalated issues to deliver coaching opportunities

Report scripting problems or questions from callers to appropriate departments

Distribute client-partner and company related correspondence

Perform other duties as assigned

As Quality Assurance Team Lead, You Have…

A post-secondary degree or certificate, preferably in Business Management (a combination of education and work experience will also be considered)

At least 1-2 years of Quality Assurance experience

At least one year of experience in a leadership, supervisory or coaching role

Intermediate knowledge of MS Excel, MS Word and MS Office (required)

The ability to type 30 WPM with accuracy

Strong verbal and written communication skills, including good spelling and grammar skills

The ability to work under time constraints and meet deadlines

The ability to work in a fast-paced, hectic and always changing environment

Excellent leadership, analytical and problem solving skills

The ability to solve problems and offer suggestions in a positive, developmental manner

The ability to make fair and consistent judgments and decisions

The ability to listen attentively use call information to analyze and score calls to ensure compliance with performance metrics

The ability to handle multiple tasks, details, and interruptions, including 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