Customer Service Quality Lead

Details

1. Requirements
   • Up to 3 years of experience in Quality Assurance within BPO, customer support, or service industries;
   • Proven experience in managing and mentoring QA teams;
   • Knowledge of quality frameworks (e.g., Six Sigma, COPC, ISO 9001);
   • Ability to interpret data, generate reports, and drive improvements;
   • Experience with quality control software, call monitoring tools, CRM and ticketing systems;
   • Ability to work cross-functionally and align QA with business goals;
   • Advanced level of English.
2. Responsibilities
   • Develop and standardize QA processes, policies, and KPIs to ensure efficiency and consistency;
   • Ensure compliance with customer expectations and adherence to industry best practices;
   • Enhance monitoring systems to improve customer experience and operational effectiveness;
   • Identify and integrate new tools and methodologies for better quality measurement.
   • Lead, mentor, and develop a high-performing QA team to foster professional growth and development;
   • Organize and oversee training programs, coaching sessions, and workshops to improve team skills;
   • Collaborate with Operations, Training, and Workforce Management to align QA with business goals;
   • Analyze QA reports, customer feedback, and operational data to identify trends and areas for improvement;
   • Provide actionable insights and recommendations to operations managers, customers, and senior management;
   • Diagnose root causes of quality issues and implement effective corrective actions;
   • Develop strategies for continuous service improvement.
3. We offer
   • Competitive salary: rate + monthly bonus;
   • Opportunities for development: Participation in trainings, courses, conferences;
   • Dynamic environment: Working in a young and ambitious team where everyone has the opportunity to influence the company’s development.