Partner QA Lead
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Job Summary
To ensure quality standards across partner sites, the full-time Partner QA Lead will manage the execution of the Elevated Support Quality program, focusing on performance evaluation, calibration, and actionable insights while working remotely.
Key responsibilities
- Own the day-to-day execution of the Quality program for Elevated Support, including performance validation and coaching activities
- Hold partner QA teams accountable to the Partner Scorecard and document action plans for identified gaps
- Lead NPS detractor analysis and correlate QA results with operational KPIs to drive improvements in service quality
Required qualifications
- 6+ years of experience in Community or Customer Support Quality, Operations, or a related field
- Bachelor's Degree in a related field
- Demonstrated experience in driving partner accountability and managing QA programs across BPO networks
- Working knowledge of COPC methodology or equivalent governance models
- Experience with QA platforms such as Observe.AI or similar tools
Complete Job Description
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