QA Leader plays a crucial role in ensuring that services adhere to consistent standards, who develops and implements quality management strategies, policies, and procedures to ensure that the project fulfills both internal and external requirements, including quality compliance and customer expectations.
Responsibilities:
KPIs (40%)
Monitor and ensure that KPIs meet the Partner&039;s expectations.
Propose utilization procedures that benefit the project with a focus on quality.
Take proactive measures to provide solutions that enhance quality.
KPIs driving the project include, but are not limited to, DSAT, CSAT, NPIs, and APIs, with the possibility of adjustments to align with market trends.
Training (15%)
Develop and update training materials
Ensure that all team members receive timely updates of knowledge on products and procedures.
Conduct onboarding training covering culture, company policies, and project guidelines.
Provide training in production and soft skills. Ensure a high passing rate for newcomers.
Coaching (10%)
Ensure all Agents and team members meet the required quantity and quality of coaching.
Manage coaching effectiveness by collaborating with operations to structure coaching sessions.
Work with the operations team to organize impactful coaching sessions.
Management and Collaboration (15%)
Supervise the quality assurance and training team.
Partner with other departments on different initiatives aimed at improving team performance.
Ensure that all team members and agents have a clear understanding of their quality KPIs and project objectives.
Coordinate with the operations department to manage turnover ratios effectively.
Oversee the budget and costs associated with the QA team.
Make sure that every employee adheres to company policies and regulations.
Build and implement quality assessments for the project.
Report (20%)
Report directly to the Operations Manager.
Compile high- quality reports on a weekly, monthly, quarterly, and yearly basis.
Thoroughly analyze the quality results to develop improvement plans.
Qualifications:
Exceptional organizational and team leadership abilities.
Candidates of any gender with a minimum of 03 years&039; experience in a call center as a QA, particularly within the transportation, e- commerce, or retail industries.
Competent in both collaborative team environments and independent work.
Ability to adapt to various operational challenges.
Strong communication and presentation skills.
Experience with global companies is an advantage.
An initiative- driven mindset combined with a strong attention to detail in every task.
A bachelor’s degree or higher is required.
Proficiency in English is essential.
