Quality Assurance Team Lead

• Monitor and assess the quality of inbound and/or outbound calls and other customer interactions (such as email and chat) to ensure accuracy and compliance with quality standards.
• Record and report quality issues and performance metrics for management review.
• Provide feedback and support during formal coaching and training sessions for team members on the phone.
• Possess comprehensive knowledge of the specific discipline or the broader operational area.
• Lead specialized projects and activities, typically following established principles and procedures.
• Take initiative in managing your own workload without requiring detailed instructions or guidelines.
• May supervise less experienced professionals, offering expert guidance and taking responsibility for the quality of their deliverables.

• Experience in QA team leadership or similar roles
• Proven ability to significantly improve daily activities and processes within the team.
• Manage and oversee the implementation of short-term team activities.
• Make operational decisions within a defined scope.
• Maintain a focus on professional excellence and fulfill assigned responsibilities.
• Usually oversee a team of individual contributors.

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