Qa Team Lead

The Team Lead Quality Assurance Agent is responsible for overseeing the quality assurance operations within the call center.This role involves leading a team of quality assurance agents, monitoring and evaluating call center interactions, and ensuring compliance with company standards and client requirements.The Team Lead will also be instrumental in identifying areas for improvement, providing coaching and feedback, and implementing quality enhancement strategies Job Responsibilities As Team Lead Supervise and lead a team of quality assurance agents Provide ongoing training, mentorship, and development to team members Conduct regular team meetings to discuss performance metrics, updates and process improvements As Quality Assurance Monitor calls to ensure adherence to company policies, procedures, and client requirements Use and improve standardized evaluation forms to assess call quality, agent performance, and customer satisfaction Provide constructive feedback to agents based on call evaluations Create, develop and implement action plans to address performance gaps and enhance agents skills Conduct regular performance reviews and one-on-one coaching sessions Build detailed reports on quality assurance metrics and team performance implement best practices and innovative solutions to improve call quality and customer experience Make sure all quality assurance activities comply with company policies and legal procedures Job Skills Strong leadership skills Attention to detail Analytical mindset abilities to interpret data Organizational skills Mukti tasking Proficient in Office package, more focused in Excel