Job Responsibility

• Team Leadership:
• Supervise, train, and mentor a team of quality assurance agents/team.
• Conduct performance evaluations, provide feedback, and support professional development.
• Ensure adherence to quality standards and guidelines.
• Quality Assurance Oversight:
• Develop, implement, and maintain quality assurance processes, procedures, and metrics.
• Monitor and evaluate call center interactions to ensure compliance with company policies and service standards.
• Analyze performance data to identify trends, issues, and areas for improvement.
• Reporting and Analysis:
• Prepare and present regular reports on quality assurance performance to senior management.
• Utilize data and insights to recommend and implement corrective actions and process improvements.
• Track and report on key performance indicators (KPIs) related to call quality and customer satisfaction.
• Process Improvement:
• Collaborate with call center management and staff to identify and address performance gaps and opportunities for improvement.
• Lead quality improvement initiatives and ensure effective implementation of best practices.
• Develop and deliver training programs and materials to enhance agent performance and compliance.
• Compliance and Standards:
• Ensure that all quality assurance activities comply with industry regulations and company policies.
• Conduct audits and reviews to verify adherence to established quality standards.
• Stay informed about industry trends and regulatory changes affecting call center operations.
• Customer Focus:
• Advocate for the customer experience by ensuring high standards of service and identifying ways to enhance customer satisfaction.
• Address and resolve quality-related issues and customer complaints in a timely manner.

Candidacy Requirements

• Qualifications:
• Bachelor’s degree in Business Administration, Management, or a related field. Relevant certifications or advanced degrees are a plus.
• Proven experience in a quality assurance role within a call center environment, with at least 2 years of experience in a leadership or supervisory position.
• Strong knowledge of quality assurance methodologies, call center operations, and performance metrics.
• Excellent analytical, problem-solving, and organizational skills.
• Ability to manage multiple priorities and work effectively in a fast-paced, 24/7 environment.
• Exceptional communication and interpersonal skills.
• Work Environment:
• This position requires flexibility to work various shifts, including evenings, nights, and holidays, in a 24/7 call center environment.
• This position will work weekends
• 1:00pm -10pm EST or 2:00pm - 11pm EST

We are an equal opportunity employer and offer market competitive salary packages along with attractive perks and benefits and plenty of growth opportunities for the right candidates