Participates in design of call monitoring formats and quality standards.
Provide data and actionable items to site management and internal support groups as necessary
Manage the staff members within the Quality Assurance team via regular performance review and coaching sessions to ensure growth and performance within the department.
Manage the Quality Assurance department to ensure call-scoring scope and objectives are met.
Coordinate and facilitate completion of all Monthly QA reporting deliverables to both internal Op's teams and Clients.
Coordinates and facilitates call calibration sessions.
Complete calibration session at least once a month with the QA team, MC/TL's, Clients or agents
Perform random audit on QA agents to ensure result accuracy and alignment of external/internal processes and call grading requirements.
Facilitates and completes training with QA agents on all changes or new client/compliance requirements
Notify Senior Management of any opportunity for improvement or violation by an agent, as identified in the audit process.
Completing file and performance reviews, review and assign work and conduct training and coaching to the team members
Champion company core values and other company programs to engage and motivate our employees
Other duties as assigned
Reports to: Customer Experience Manager
Education
High School Diploma or Equivalent
College Diploma or University Degree
Requirements
Minimum 2 years of relevant managerial experience
Previous administrative or compliance experience and experience in dealing with attorneys, regulatory bodies and auditors
Certificates, Licenses, & Registration:
There are no personal certification, licensing, or registration requirements for this job at this time.
Why Join Us?
Growth Opportunities : We believe in promoting from within and providing opportunities for career advancement.
Comprehensive Training : We offer extensive paid training to ensure you're equipped for success.
Team-Oriented Culture : Work in a collaborative, supportive environment with peers who are passionate about what they do.
Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you'll build strong connections.
State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.
Rewarding Work: Help businesses grow while making a real difference in people's lives!
Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!
Twitter & Instagram: bgocareers
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Website - https://www.billgosling.com/careers
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Additional Information
Join a Team That's Passionate About Making Lives Better!
At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We're looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results !
Bill Gosling India Private LimitedThe QA Team Leader will manage processes and personnel to conduct our quality assurance process. In this role, the QA Team Leader will develop effective and efficient methods, maintains documentation throughout the quality assurance process, and communicates with Operations to provide a reliable, consistent, and positive consumer experience through calibration sessions and client touchpoints.
Billgosling · Bangalore, India