About the job
Team and Operational Management
Oversee the daily operations of the Quality Assurance support team, focusing on assessing client interactions and managing content across multiple communication channels including chat, email, and phone.
Strategically manage team resources and develop training initiatives to enhance team capabilities.
Facilitate weekly one-on-one meetings, conduct team gatherings, and implement brief daily check-ins to promote a collaborative environment.
Employee Motivation and Support
Inspire and mentor team members to improve their skills and overall performance.
Lead and coordinate all quality assurance support functions.
Quality Assurance Activities
Guarantee that audit benchmarks are achieved while consistently monitoring vital quality indicators such as Average Handling Time (AHT), task completion rates, and accuracy metrics.
Oversee the management of complaints, applying effective problem-solving methodologies.
Conduct thorough checks on QA evaluations, implement corrective strategies, and provide coaching as necessary.
Administration and Reporting
Handle administrative responsibilities and compile detailed reports.
Utilize tools such as Microsoft Excel, Google Sheets, and Salesforce for comprehensive reporting and data analysis.
Communication and Stakeholder Management
Foster effective communication with stakeholders and Business Process Outsourcing (BPO) teams located in various countries.
Additional Responsibilities
Perform any other tasks relevant to the position as assigned by the direct supervisor or executive management.
