IJP QA Lead - CA

Job Overview:

The Quality Assurance (QA) Lead oversees the quality assurance program in the customer care call center, ensuring that customer interactions meet company standards for excellence, compliance, and customer satisfaction.

This role involves leading the QA team, developing quality strategies, monitoring performance trends, and driving continuous improvement initiatives. The QA Lead acts as a bridge between quality assurance, operations, and training to deliver a seamless customer experience.

Key Accountabilities:

1. Team Leadership and Development

• Lead, mentor, and manage a team of QA coaches, analysts, and evaluators.
• Provide training and guidance to the QA team to ensure consistency and accuracy in quality evaluations.
• Foster a collaborative and results-driven environment to achieve team objectives.
  
  
  

• Oversee the monitoring and evaluation of recorded and live customer interactions to ensure quality standards are met.
• Provide actionable insights and recommendations to operations and training teams based on evaluation results.
• Identify trends in agent performance and collaborate with stakeholders to address areas of concern.
• Data Analysis and Reporting
• Analyse quality metrics, customer feedback, and performance data to identify trends and opportunities for improvement.
• Generate and present regular reports on quality performance to leadership, highlighting key findings and actionable recommendations.
• Use data to evaluate the impact of quality assurance initiatives on overall customer satisfaction and operational efficiency.
  
  
  

• Work closely with operations, training, and leadership teams to align QA initiatives with business objectives.
• Identify and recommend process changes to improve efficiency, customer satisfaction, and service delivery.
• Act as a subject matter expert in quality assurance, providing guidance on complex customer service scenarios and best practices.
  
  
  

• Ensure the customer experience is prioritized in all quality assurance activities.
• Advocate for customer needs and expectations in decision-making processes.
• Collaborate with other departments to resolve systemic issues impacting customer satisfaction.
  
  
  

• Minimum of 3-5 years in a call center environment, with at least 2 years in a QA or leadership role.
• Proven track record of managing quality assurance programs and teams.
  
  
  

• Proficiency in QA tools, call monitoring systems, and CRM software.
• Advanced skills in data analysis and reporting tools (e.g., Excel, Power BI).A