Team Lead Quality Assurance

Team and Operational Management

• Leading the daily operational activities of the support Quality Assurance team, which is tasked with evaluating client interactions, content management and partner care activities through various channels (chat, email, call)

• Managing resources, planning, and implementing training strategies.

•  Organizing and conducting weekly one-on-one meetings, team meetings, and short daily check-ins.

Employee Motivation and Support

•  Motivating and coaching team members to enhance their performance.

• Directing and coordinating support quality assurance tasks.

Quality Assurance Activities

•  Ensuring audit targets are met and monitoring key quality metrics (AHT, completion, accuracy)

• Managing complaint-handling processes and applying effective problem-solving techniques.

• Performing spot check on QA evaluations, performing corrective actions and coachings

Administration and Reporting

• Performing administrative tasks and preparing reports.
• Using Microsoft Excel, Google Sheets, and Salesforce for reporting and data analysis.

Communication and Stakeholder Management

• Maintaining effective communication with stakeholders and BPO teams across multiple countries.

Additional Responsibilities

• Performing any other duties related to the role as assigned by the direct manager or executive management.