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Customer Support QA Lead
Job Summary
A company is looking for a Customer Support Quality Assurance Lead to oversee the quality assurance program for customer support.
Key Responsibilities
- Monitor and evaluate agent performance to ensure compliance with quality standards
- Analyze customer feedback and satisfaction metrics to identify trends and areas for improvement
- Design and maintain comprehensive QA programs, including audits and agent evaluations
Required Qualifications
- 7-9+ years of experience in a contact-center-based quality assurance role
- Exceptional project/program management skills
- Strong analytical skills for analyzing quality data and proposing solutions
- Experience managing or supervising employees in a corporate environment
- Auditing experience to ensure accuracy and effectiveness
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COMPLETE JOB DESCRIPTION
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