Quality Assurance Director
5 days ago
About the Role:
We are seeking an experienced Lead Quality Assurance Specialist to lead a team in maintaining and enhancing service quality standards across all customer touchpoints. This role demands a proactive individual with extensive experience in call centre operations and a strong understanding of QA practices. The successful candidate will ensure that customer interactions, services, and internal processes are optimized to meet organizational goals while delivering exceptional customer experiences.
Main Responsibilities:
- Lead, mentor, and motivate the QA team to ensure consistent performance and adherence to quality benchmarks.
- Facilitate team(s) training sessions, provide feedback, and create development plans to upskill team members.
Trends and Insights:
This pivotal role requires a strong analytical mind with excellent problem-solving and decision-making capabilities. The ideal candidate will be able to analyze performance data, identify trends, and recommend actionable improvements to enhance quality and efficiency. Additionally, they will collaborate with cross-functional teams to streamline QA processes and introduce innovative quality assurance practices.
Customer Focus:
The Lead Quality Assurance Specialist will be responsible for performing mystery shopping to evaluate service delivery from a customer's perspective and providing constructive recommendations. They will also actively identify and address gaps in meeting customer expectations through process enhancements.
Reporting and Analysis:
- Prepare comprehensive QA reports and dashboards for senior management and stakeholders, highlighting insights and key improvement areas.
- Ensure timely reporting on team performance and quality trends while suggesting strategies for improvement.
Requirements and Qualifications:
To be successful in this role, you will need a minimum of 4-5 years of experience in the call centre industry, preferably in a quality assurance or similar role. A Bachelor's degree is required, and certifications related to quality assurance or professional development are an added advantage. You should possess exceptional communication skills (both written and verbal), proficiency in CRM systems and reporting tools, and advanced command of Microsoft Office Suite (Outlook, Word, Excel, Google Forms etc.). Familiarity with QA software and tools is also essential.
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