Quality Team Lead (French-speaking candidates are encouraged to apply)
Jobberman's Client Jobs
Quality Control & Assurance
Job Summary
The Quality Assurance Lead is responsible for overseeing the development and implementation of quality assurance standards and procedures to ensure service excellence. This role involves monitoring team performance, conducting audits, and analyzing data to identify trends and areas for improvement. The QA Lead provides coaching and training to team members, collaborates with other departments to align quality objectives, and drives continuous process improvement.
- Minimum Qualification : Degree
- Experience Level : Mid level
- Experience Length : 5 years
Job Description/Requirements
Responsibilities & Requirements:
Quality Assurance:
- Develop and implement quality assurance procedures and metrics.
- Monitor and evaluate team performance against established quality standards.
- Assess support interactions (calls, emails, etc.) based on quality standards and provide constructive feedback.
- Conduct regular quality audits and inspections to identify areas for improvement.
- Analyze data to identify trends and patterns, and make recommendations for improvement.
Team Leadership and Management:
- Provide guidance, coaching, and training to team members on quality standards, best practices, and tools.
- Motivate and encourage team members to maintain high standards and achieve performance goals.
- Manage and allocate resources effectively to ensure efficient and effective operations.
- Resolve conflicts and address performance issues in a timely and constructive manner.
- Conduct regular performance evaluations and feedback sessions.
Collaboration and Communication:
- Collaborate with other departments (e.g., operations, client services) to ensure alignment on quality standards and processes.
- Communicate quality standards, processes, and performance data to stakeholders.
- Provide regular updates to management on team performance, quality issues, and improvement initiatives.
- Represent the quality team in meetings and discussions.
Process Improvement:
- Identify areas for process improvement and implement solutions to enhance quality and efficiency.
- Stay up-to-date on industry best practices and emerging technologies in quality assurance.
- Develop and implement training programs to address identified skill gaps and improve team performance.
- Participate in the development of quality improvement initiatives.
Client Satisfaction:
• Ensure that the team is providing high-quality service that meets client expectations and requirements.
• Address client complaints and issues in a timely and effective manner.
• Work with clients to identify their quality needs and expectation.
Note: French Speaking Candidates are required for this role.
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