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The Quality Control department plays a pivotal role in enhancing the services provided to our valued customers. As a Quality Control Team Lead, your primary focus will be on ensuring the consistent quality of the company's Customer Service department.
Your responsibilities will include overseeing and analyzing QA evaluations to ensure compliance with company standards and customer satisfaction goals. You will identify trends, gaps, and areas for improvement, then develop action plans to enhance service quality. Additionally, you will collaborate with Operations, Training, and Leadership to drive performance improvements and consistency.
You will provide regular coaching, feedback, and training to QA Analysts to ensure effective evaluations and calibration. Furthermore, you will foster a culture of continuous improvement, ensuring QA Analysts understand evolving processes, tools, and business needs. You will lead calibration sessions with stakeholders to align on scoring consistency and quality expectations.
In this role, you will also ensure adherence to regulatory and company policies, maintaining high-quality and compliant customer interactions. You will enhance QA frameworks, processes, and scorecards to adapt to business needs and customer expectations. Finally, you will drive innovation and efficiency in QA methodologies, leveraging automation or AI tools where applicable.
