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Quality Assurance

hace 2 semanas

Barranquilla, Colombia unifyCX A tiempo completo

**UnifyCX** is growing and looking for a **Quality Assurance (QA) Team Lead** to join our motivated and ambitious team in Barranquilla.

**What Will You Do?**

This role is responsible for ensuring that customer interactions meet company standards and client expectations by coaching, mentoring, and managing a team of QA Analysts. The QA Team Lead plays a critical role in driving continuous improvement in service delivery, ensuring compliance with processes, and enhancing the overall customer experience.

**_Key Responsibilities:_**
- Supervise, coach, and develop a team of Quality Analysts to ensure consistent monitoring and evaluation of agent performance.
- Lead daily, weekly, and monthly QA activities, ensuring adherence to company policies, procedures, and client-specific requirements.
- Analyze QA data to identify performance trends, root causes, and opportunities for process improvement.
- Provide regular feedback and actionable insights to Operations, Training, and HR to support agent performance improvement.
- Conduct calibration sessions with QA Analysts, Trainers, and Operations Leaders to maintain scoring consistency.
- Prepare and deliver reports on QA metrics and results to leadership and stakeholders.
- Participate in client meetings and presentations regarding quality performance and improvement initiatives.
- Ensure compliance with all regulatory and company standards.
- Foster a culture of accountability, continuous learning, and high performance within the QA team.

**Who are you?**

**_Required Experience & Skills:_**
- Minimum 3+ years of QA experience in a call center environment, with at least 1 year in a leadership or supervisory role.
- Strong knowledge of call center quality monitoring processes, KPIs, and reporting tools.
- Excellent communication skills (verbal and written) in **Spanish/English proficiency B2.**:

- Ability to analyze data, identify trends, and create actionable insights.
- Strong leadership skills with the ability to coach, motivate, and inspire teams.
- Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.

**Who We Are**:
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
- UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity._