Lead - Customer Experience

Job Description

The main job of a Quality Lead is to manage productivity of QA and aid in their effectiveness. He/she should be conducting transaction auditing sessions and JMS sessions for Q-reps. He/she must keep the QA’s motivated and working as a team, making sure each member understands company policies and guidelines. Associate Managers should possess strong organizational qualities and confidence, with sound communication and customer service skills. They should exhibit courtesy, patience and have a professional attitude when interacting with the QAs as well as customers. Associate managers need to display a strong work ethic, positive attitude and decent leadership skills while working as associates themselves.

Qualifications

• Strong understanding of QA metrics, sampling methodologies, and performance thresholds. 

• Proficient in daily performance tracking, generating reports, and monitoring KPIs. 

• Ability to analyze trends, perform root cause analysis, and implement corrective measures. 

• Working knowledge of MS Office tools (Excel, Word, PowerPoint). 

Additional Information

1. Quality Operations 

• Oversee day-to-day QA operations to ensure adherence to sampling plans and completion of audits (live, recorded, and real-time). 

• Ensure accurate and actionable feedback is consistently provided by QAs. 

• Act as a liaison between QA and Service Delivery to address operational challenges. 

1. KPI & PERFORMANCE MANAGEMENT 

• Track and manage performance indicators such as QA productivity and customer service standards. 

• Conduct frequent QA reviews and drive improvement initiatives based on actionable insights. 

1. Team Development 

• Support QA team members with on-the-job training and skill development. 

• Foster a collaborative work environment emphasizing accountability and efficiency