About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We’re changing the way people think about customer service, and we need your help!
We’re looking for a Quality Assurance Team Lead to be responsible for recording, reviewing and evaluating production objectives and performance standards. Working with the Quality Team, this role involves ensuring we are in accordance with both our internal and client-partner metric goals, as well as identifying areas of opportunity, developing solution plans and coaching team members.
As Quality Assurance Team Lead, You Will…
- Manage administrative and reporting tasks associated with quality metrics
- Assist in providing actionable insights to our Operations Team and client-partners
- Partner with other support departments to achieve metric goals
- Assist in reviewing and maintaining calibration scores among the QA Team
- Maintain and develop pertinent operational statistics, financial management information and results reporting
- Support and contribute to Business Development initiatives
- Research escalated issues to deliver coaching opportunities
- Report scripting problems or questions from callers to appropriate departments
- Distribute client-partner and company related correspondence
- Perform other duties as assigned
As Quality Assurance Team Lead, You Have…
- A post-secondary degree or certificate, preferably in Business Management (a combination of education and work experience will also be considered)
- At least 1-2 years of Quality Assurance experience
- At least one year of experience in a leadership, supervisory or coaching role
- Intermediate knowledge of MS Excel, MS Word and MS Office (required)
- The ability to type 30 WPM with accuracy
- Strong verbal and written communication skills, including good spelling and grammar skills
- The ability to work under time constraints and meet deadlines
- The ability to work in a fast-paced, hectic and always changing environment
- Excellent leadership, analytical and problem solving skills
- The ability to solve problems and offer suggestions in a positive, developmental manner
- The ability to make fair and consistent judgments and decisions
- The ability to listen attentively use call information to analyze and score calls to ensure compliance with performance metrics
- The ability to handle multiple tasks, details, and interruptions, including organizational and time management skills
- Effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.
Skills Required
- Post-secondary degree or certificate, preferably in Business Management, or equivalent combination of education and work experience
- At least 1-2 years of Quality Assurance experience
- At least one year of leadership, supervisory, or coaching experience
- Intermediate knowledge of Microsoft Excel, Microsoft Word, and Microsoft Office
- Typing speed of 30 WPM with accuracy
- Strong verbal and written communication skills, including spelling and grammar
- Ability to work under time constraints and meet deadlines
- Ability to work in a fast-paced, changing environment
- Excellent leadership, analytical, and problem-solving skills
- Ability to solve problems and offer suggestions constructively
- Ability to make fair and consistent judgments and decisions
- Ability to analyze and score calls against performance metrics
- Organizational and time-management skills with the ability to handle multiple tasks and interruptions
- Ability to interact effectively with employees at all organizational levels and diverse backgrounds
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
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