QA Lead

Job Title: QA Lead

Department: Quality Assurance Department

Reports To: Bernie

Job Summary:
The QA Lead is responsible for managing the quality assurance team to ensure consistent evaluation of customer interactions. This role focuses on driving performance improvements, coaching, and enhancing service quality across the organization in collaboration with key stakeholders.

Key Responsibilities

-Leadership & Collaboration:

• • Reports directly to the CEO/CPO.

  • Manages the QA team and works closely with Account Coordinators, Team Leads, SMEs, and other stakeholders.

-Quality Assurance:

• • Prepares and presents QA reports, including leading weekly QA reviews and identifying areas for improvement.

  • Facilitates weekly calibration sessions to align quality standards.

  • Audits a minimum of three tickets per agent per week across assigned agents and brands.

  • Conducts weekly video coaching sessions for assigned agents, providing actionable feedback and delivering QA summaries post-session.

  • Records and tracks QA scores accurately.

-Initiatives & Tasks:

• • Drives QA initiatives and completes ad-hoc tasks as needed.

Required Qualifications

• Minimum of two years of college education.

• At least 2 years of experience as a QA Lead or in a customer service-related Team Lead role.

• Proven coaching and auditing experience (minimum 2 years).

• Minimum 2 years of customer service experience, with extensive knowledge of live chat, email, and phone handling.

• At least 2 years of experience in a BPO environment.

• Deep understanding of customer service practices and standards.

Preferred Qualifications

• Proficiency in English (written and spoken).

• Skilled in GSuite and Microsoft Office.

• General customer service industry experience.

• Experience managing/leading a team of 10-15 members.

Key Competencies

• Empathy and emotional intelligence.

• Strong understanding of customer service standards.

• Excellent communication and problem-solving skills.

• Team player with a results-driven mindset.

• Detail-oriented, tech-savvy, and maintains confidentiality and integrity.

• Positive, can-do attitude.

Physical Requirements/Work Environment (if applicable)

• A laptop or desktop computer running Windows 10 or later.

• Reliable high-speed internet connection with at least:

*30 Mbps download speed

*5 Mbps upload speed (testable via speedtest.net).

• Backup internet connection is required.

• A dedicated work area free from distractions and background noise

Salary Range: Will be disclosed in the job offer.