Description

Lead the Quality Assurance department as the primary point of contact, managing and supporting all QA team members. You will drive continuous process improvement by analyzing quality reports, identifying trends, and maintaining Standard Operating Procedures (SOP).

Responsibilities

• Manage, supervise, and support all Quality Assurance team members.
• Review and audit phone call and email evaluations to provide feedback to Operations Supervisors, Senior CSRs, and QA staff.
• Facilitate weekly internal and external calibration sessions and conduct weekly QA staff team meetings.
• Analyze quality reports, evaluations, and performance metrics to provide actionable feedback.
• Create program support documentation including work instructions, job aids, and QA standards.

Required Skills

• 7-10 years of experience in Quality Assurance (QA).
• 3-5 years of experience working with CRM applications.
• 7-10 years of experience using Microsoft 365.
• Experience auditing phone and email communications for quality compliance.
• Ability to develop and maintain Standard Operating Procedures (SOP) and technical documentation.
• Proven ability to lead team meetings and facilitate calibration sessions.
• US Citizenship, Dual Citizenship, or US Person status (Green Card) required.
• Any Graduate degree.

Preferred Skills

• Experience in high-volume call center or customer service environments.

Key Skills

Education

Any Graduate