As a Quality Lead, your primary responsibility will be to maintain a high and consistent level of support quality across the team. It is your responsibility that regardless of channel, queue or the agent approached, customers always get similarly excellent treatment. You will work closely with cross-functional teams, including customer support agents, managers, Training, Quality and other stakeholders, to identify areas for improvement and implement best practices.
Key Responsibilities
Maintain and develop internal support and call center quality assurance standards;
Help the team of assigned QAs to improve agent performance with specific instructions and constant support;
Create strategies to improve QA KPI achievement
Conduct Data Analysis: Utilize data and metrics to evaluate process performance, identify trends, and provide recommendations for quality and CSAT improvement.
Collaborate with Stakeholders: Work closely with customer support agents, managers, and other teams to gather insights, understand pain points, and gather feedback to improve processes.
Participate in calibration sessions to maintain consistency in internal evaluations;
Push a continuous improvement in customer support processes by gathering agents’ feedback
Training and Documentation: Develop and deliver training materials and documentation to support the implementation of quality standards and procedures, ensuring that teams are properly trained and informed.
Stay Updated on Industry Best Practices: Keep abreast of industry trends, emerging technologies, and best practices in customer support methodologies to suggest innovative approaches and drive continuous improvement.
Skills, Knowledge & Expertise
Experience in the customer service space;
Proven track record of analytical skills;
Hands-on experience in quality assurance;
Great people skills and ability to communicate (negative) feedback;
Good organizational skills, knowledge of goal-setting practices;
Examples of data visualization abilities and understanding of support metrics;
Perception of basic business metrics and how support impacts those;
Problem-solving capabilities to create meaningful strategies to improve support quality.
