Contact Center Quality Assurance Lead

CONTACT CENTER QUALITY ASSURANCE TEAM HEAD

The Service Quality Team Head champions and operationalizes the Contact Center of the Future's end‑to‑end service quality strategy across customer interactions and case/transaction handling. As the gatekeeper of experience quality (voice, non-voice & digital interactions) and process accuracy/compliance (cases/maintenance/ transactions), the Team Head leads and develops Quality Officers to ensure consistently high standards across all channels and processes. The role proactively drives quality by leveraging AI, analytics, automation, and RPA, aligning all initiatives with the Contact Center's mission and goals.

The Team Head maintains robust quality assurance and control frameworks, drives continuous improvement, and turns real‑time data insights into measurable results in customer experience, operational efficiency, risk management, and compliance. The Team Head is accountable for team performance and adherence to standards, with close collaboration across Operations, Training & Development, Product Support, Total Experience, Compliance, and other relevant teams to embed quality in daily execution.

KEY RESPONSIBILITIES:

1. Quality Strategy Execution: Implements the Contact Center's Quality Management strategy within the team, ensuring all activities and initiatives support enterprise customer experience goals and global standards.

2. AI-Enabled and RPA-Driven Quality Monitoring: Deploys and optimizes AI-powered quality tools (e.g., speech/text analytics, sentiment analysis, auto-scoring) and RPA for case/document review, transaction monitoring, and risk detection to enable near real‑time, comprehensive evaluation coverage

3. Operational Collaboration and Enablement: Facilitates closed-loop feedback with Operations through huddles, calibrations, and performance reviews, translating insights into actionable coaching and process improvements.

4. Collaboration with Training, Total Experience, and Other Relevant Teams: Provides data-driven insights and feedback to Training, Total Experience, and other relevant internal or external teams to enhance employee, customer experience, and overall service quality.

5. Outsourced Provider Oversight: Supports governance of outsourced QA/QC programs by coordinating independent audits, monitoring SLA compliance, and ensuring alignment with internal quality standards.

6. Reporting, Compliance, and Risk Management: Prepares and submits regular quality reports, maintains audit readiness, and ensures compliance with regulatory and organizational requirements.

7. Team Leadership and Development: Leads, coaches, and develops Service Quality Officers, fostering a culture of learning agility, innovation, and continuous improvement. Manages recruitment, onboarding, performance appraisal, recognition, and discipline.

8. Workload Planning & Line Balancing (QA & QC): Assesses demand across interaction monitoring (QA) and case/transaction evaluation (QC), plans capacity and schedules accordingly, and dynamically balances workloads to meet service, compliance, and reporting targets.

9. Sampling Strategy and Quality Gatekeeping: Designs and executes sampling strategies for both in-house and outsourced QA/QC teams, ensuring all customer interactions meet or exceed defined standards for service, compliance, and customer experience.

10. Calibration and Consistency: Schedules and leads cross‑functional calibration to minimize scoring variance and keep

evaluation standards consistent across channels and processes.

11. Dispute Resolution: Implements and oversees the dispute process, ensuring objective and timely resolution of quality-related disputes and complaints.

12. Communication and Change Management: Conducts team meetings to communicate updates on products, services, policies, and quality requirements, ensuring the team is informed and agile in adapting to change.

13. Quality Training and Certification: Facilitates or coordinates quality training and certification for new and existing Customer Service Officers, Quality Officers, and Supervisors.

14. Complaint Validation and Audit: Validates agent-related complaints and audits quality evaluations to ensure accuracy, fairness, and adherence to standards.

15. Project and UAT Participation: Participates in project scoping, user acceptance testing, and the implementation of new tools or processes impacting quality.

16. Continuous Improvement Initiatives: Leads or contributes to business process improvement projects, applying methodologies such as Lean, Six Sigma, or Kaizen.

17. Technology and Tools Enablement: Ensures effective use and training of quality monitoring and reporting tools, and provides input on requirements for new technologies.

18. Subject Matter Expertise: Serves as a subject matter expert for high-level presentations, stakeholder engagements, and cross-functional initiatives.

19. Operational Flexibility: Steps in to fulfill the duties of a Quality Officer as needed to support business continuity or increased workload or demonstrates operational flexibility by supporting team needs during peak periods or absences.

20. Other Related Duties: Performs other duties and responsibilities not specifically outlined herein, but are logically inherent to the position and aligned with delegated authority.

KEY QUALIFICATIONS:

• Bachelor's degree required; (preferably in business, communications, data analytics, or related field).
• Minimum 5 years of QA experience in a call center environment, ideally including roles in quality evaluation, analytics, or team leadership; or
• At least 3 years in a QA supervisory role managing QA Officers/teams.