Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:
The Team Leader - Quality Assurance (NE) is responsible for the daily supervision and management of a team of quality assurance representatives (QAR). The Team Leader’s primary role is to oversee the daily operations of the QA Team and to ensure quality program and initiatives are carried out to meet and exceed the standards set forth by Everise and the client.
Job Requirements:
• Implement the Program’s Quality Plan and monitor overall activities of the QA team as agreed with Everise and the clients
• Collaborate with Training, Operations and the Client to keep an open line of communication regarding CSR and Program quality specifics
• Develop and execute innovative strategies to ensure CSRs have the necessary skills and competencies to meet client expectations
• Monitor progress of individual team members; recommend performance action plans for members who are not meeting established standards
• Work with program Supervisors and Managers to ensure that all CSRs are meeting agreed quality standards
• Provide guidance as needed to both new hires and less experienced staff
• Attend and contribute to internal and client meetings, calibrations and similar get-togethers to become updated with latest concerns and issues in the department and in the program
• Remain abreast with program and product updates and assist in conducting Training Needs Analysis for continuing education of CSRs and Leaders
• Provide quality trends and make recommendations for up-training and/or skills enhancement to Training and Operations teams
• Perform other duties and responsibilities that maybe assigned from time to time
Qualifications:
• 3-5 years QA experience in a call center environment
• High school diploma or equivalent required - some college preferred
• Proficiency in Microsoft Office applications, especially MS Word, Power Point and Excel
• Excellent oral and written communication skills Detail-oriented
• Analytical skills
• Exceptional motivational and interpersonal skills
• Able to work independently
• Flexible Schedule
• Dependability regarding completion of assignments and attendance
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Skills Required
- 3-5 years of quality assurance experience in a call center environment
- High school diploma or equivalent
- Some college education
- Proficiency in Microsoft Office, especially Word, PowerPoint, and Excel
- Excellent oral and written communication skills
- Detail-oriented
- Analytical skills
- Exceptional motivational and interpersonal skills
- Ability to work independently
- Flexible schedule
- Dependability in completing assignments and maintaining attendance
Everise Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Everise and has not been reviewed or approved by Everise.
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Fair & Transparent Compensation — Pay is often described as acceptable to good in aggregate, with compensation appearing more favorable in higher-level corporate or technical roles. Typical frontline pay bands are described as aligned with broader BPO norms, which can make offers feel straightforward to benchmark.
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Flexible Benefits — A broad, big-company benefits menu is presented, including multiple insurance lines, FSAs, and optional supplemental coverages. The availability of add-on options like legal services, pet insurance, and discounts supports a pick-and-choose approach for different needs.
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Wellbeing & Lifestyle Benefits — Services like an Employee Assistance Program and lifestyle-oriented add-ons (e.g., gym discounts, legal plan, pet insurance) are part of the rewards mix. Tuition reimbursement is also positioned as a supportive benefit that can extend value beyond cash compensation.
Everise Insights
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness
