
Quality Assurance Lead
22 hours ago
We are seeking a dedicated individual to fill the role of Quality Assurance Lead.
The successful candidate will be responsible for developing and implementing quality assurance processes and procedures, ensuring adherence to policies and quality standards. They will also provide feedback and training to call center agents to improve performance.
The Quality Assurance Lead will analyze data and prepare reports on QA performance metrics, collaborating with other departments to address and resolve quality issues.
About this Role:
- Develop and implement quality assurance processes and procedures.
- Monitor and evaluate inbound and outbound calls to ensure adherence to policies and quality standards.
- Provide feedback and training to call center agents to improve performance.
- Analyze data and prepare reports on QA performance metrics.
- Cross-functional collaboration to address and resolve quality issues.
Required Skills and Qualifications:
- Minimum 2 years of call center management experience.
- Knowledge of call center technologies and software.
- Strong understanding of BPO operations and quality assurance processes.
Benefits Package:
- Complimentary meals.
- Timely salary disbursements.
- Punctuality bonus.
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