Summary

The Quality Assurance Team Leader is responsible for developing and maintaining a robust quality management approach to ensure excellence in operations and customer experience. This role includes establishing control standards, creating evaluation criteria, and implementing improvement strategies. The QA Team Leader will oversee and manage the day-to-day activities of the QA team, ensuring that quality evaluations are conducted and analyzed regularly to identify and address performance gaps and opportunities for enhancement.

Responsibilities

Develop and maintain a robust quality management approach, which includes establishing control standards, creating evaluation criteria, and implementing improvement strategies. Ensure that quality evaluations are conducted and analyzed regularly to identify gaps and opportunities for enhancing the performance and overall quality of operations and customer experience. Lead quality calibration activities and collaborate with local and global leadership teams, QA analysts, and stakeholders to ensure consistency in needs assessments. Prepare and submit detailed quality reports to both local and global operations and quality teams. Review and maintain accurate metrics of direct reports individual performance as well as overall team level performance. Provide consistent one-on-one coaching sessions with the quality analysts to review performance and support individual growth. Oversee and manage the day-to-day activities of the QA team. Recommend updates to knowledge articles by analyzing trends and developments in quality management. Maintain strong working relationships with key business stakeholders, both local and global. Identify and document any quality performance issues and escalate them to the Operations Manager team as appropriate.