We are looking for a Quality Assurance (QA) professional with a strong background in quality management. This role centers on managing and enhancing quality standards through coaching, calibration, and detailed analysis, ultimately boosting overall business performance.
Key Responsibilities
- Quality Management: Oversee and improve quality standards within the operational environment, leveraging at least one year of relevant experience.
- Performance Analysis & Reporting: Conduct regular weekly and monthly business reviews, analyzing data to identify trends and areas for improvement.
- Team Coaching & Development: Provide ongoing coaching and development to Quality Analysts and Supervisors, ensuring consistent performance and adherence to standards.
- Calibration & Facilitation: Facilitate call calibrations, listening sessions, and huddles with various management levels, ensuring consistent quality assessment.
- QA Process Management & Reporting: Develop and maintain the QA playbook, lead TQA reviews, and report directly to the CEO on quality performance.
Skills, Knowledge & Expertise
- Analytical & Reporting Skills: Strong ability to analyze data, identify trends, and create detailed reports.
- Coaching & Communication: Excellent communication and coaching skills, with the ability to effectively train and develop team members.
- QA Process & Calibration: In-depth understanding of QA processes, including call calibration and quality assessment methodologies.
