Quality Excellence Team Lead

Job Summary

A company is looking for a Team Lead, Quality Excellence.

Key Responsibilities

• Lead a team of Quality Analysts to enhance customer interaction quality and operational efficiency
• Develop and implement quality programs, evaluation standards, and training materials
• Oversee the Mentor program, ensuring effective support for Member Services Representatives

Required Qualifications

• Bachelor's degree or equivalent work experience
• 1-2 years of experience in a call center supervisory or leadership role
• Experience in a contact center environment, particularly in quality roles
• Strong analytical skills and experience in data evaluation and improvement strategies
• Proficiency in relevant contact center systems, such as Five9 and Virtual Observer