Quality Analyst Team Lead

We are currently hiring for a talented Quality Team Lead. This role is responsible for leading, supporting; coaching; developing and supervising a team of Quality Assurance Representatives. The incumbent will ensure a high level of productivity and quality control over all deliverables submitted by the team of Quality Assurance Associates. The QA Team Leader also supports the Regional Quality Manager with trending and reporting requirements.Quality Analyst Team Lead

Education:

High School Graduate is required

Experience:

Minimum of two years of experience needed in a call center managing the inbound calls including a minimum of 2 years of experience as Quality Analyst.

Mandatory Skills:

• Excellent written and verbal communication skills

• Must be proficient in typing speed

• Strong keyboarding/computer skills, including Microsoft Word and Excel 

• Ability to mentor and coach the team to maximize performance and productivity.

• Ability to effectively lead and develop team towards improved performance.

• Ability to lead and manage multiple QA's

• Must be detail oriented with good observation skills.

• Good Presentation skills and must be able to present data to the clients.

• Ability to analyze and improve work policies and procedures 

• Ability to build open and effective relationships with direct reports

• Ability to demonstrate innovation, and problem solving skills when making decisions.

• Ability to work well under pressure

Roles & Responsibilities:

• Monitor, identify and resolve performance/behavior/attendance issues using established performance and management techniques 

• Analyze quality reports to identify trends and communicate to Quality Manager 

• Hold team meetings on a regular basis with direct reports. 

• Ensure QA's meets daily, weekly, and monthly audit targets.

• Ensure team meets the ATA target.

• Conduct One on Ones with QA's weekly/monthly.

• Communicate all process and client changes to QA Team in a timely manner 

• Adhere to all policies and processes 

• Conduct performance reviews and ensure training needs of direct reports are met 

• Facilitate Calibration sessions with QA Team and Operations Team to ensure understanding

• Provide Daily/Weekly/Monthly reports to Quality Manager.

• Administer maintenance, training and updates for customer contact monitor or recording systems

• Troubleshoot system problems report to appropriate department

• Support Management focus on key Quality service drivers (provide granular information/expertise supporting development of action items. (I.E. job aids training, quality tips, etc.)

• Train new staff members on system components/ departmental processes

• Facilitate and/ or participate in calibration sessions with Quality leadership staff (internal/external including Operational Calibrations)

• Provide coaching/ feedback to Quality Evaluator team regarding performance development/admin.

• Provide resolution regarding requests for observation review (Quality disputes)

• Support Manager / Sr. Manager in various projects

• Facilitates in client weekly / monthly / Quarterly business reviews. 

• Manage and govern capacity utilization of the team 

Salary Range: $17.00 Hourly

Sagility Offers Competitive Benefits Including:

• Medical

• Dental

• Vision

• Life Insurance

• Short-Term and Long-Term Disability

• Flexible Spending Account

• Life Assistance Program

• 401K with employer contribution

• PTO and Sick Time

• Tuition Reimbursement

Join our team, we look forward to talking with you!

An Equal Opportunity Employer/Vet/Disability

Work@Home USAUnited States of America