About the Role (Quality Assurance Lead)
What You’ll Do:
- Lead and mentor a team of Quality Analysts to monitor and enhance customer interactions.
- Develop and implement quality assurance strategies to improve performance metrics.
- Conduct call audits, analyze trends, and provide actionable insights for continuous improvement.
- Collaborate with operations and training teams to align quality initiatives with business goals.
- Provide coaching and feedback to agents to enhance customer experience and compliance.
What We’re Looking For:
- Experience: at least 1 year as Quality Assurance Lead within a BPO environment.
- Leadership Skills: Proven ability to manage, coach, and develop a team.
- Analytical Mindset: Strong data analysis and reporting skills.
- Communication: Excellent verbal and written communication skills.
- Tech-Savvy: Proficiency in QA tools and CRM software is a plus.
Company Description:
Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.