Opportunity to work as QA-TL
Job Description
•The Quality Analyst Team Lead is responsible for guiding a team of quality analysts to ensure services meet internal standards, meet customer expectations, and regulatory requirements. This role designs QA strategies, monitors performance, facilitates continuous improvement, and drives adherence to best practices.
• Quality Assurance Lead is responsible for assessing the quality of the performance of organizational associates who deal with our existing and potential customers.
•The QA will monitor inbound and outbound call and emails responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures and QA TL will lead the team.
We are Excited About You If You Have
•Team Leadership & Mentorship-Lead and mentor QA team members, including onboarding and performance feedback.
•Test Strategy & Planning-Develop and implement comprehensive test plans and strategies (manual/automated) aligned with project timelines and Agile methodologies
•Root Cause Analysis & Continuous Improvement-Conduct root cause analysis, suggest corrective actions, and foster a culture of ongoing quality enhancements
•Understands process/function goals and help the team to achieve them.
•Conducting Calibration Sessions and initiating Action Plans for reducing Variance.
•Prepares and analyzes internal and external quality reports for management staff review.
•Multitasking and time management skills.
•Ensure Adherence to Process Quality SLA's.
•Coordinating with the clients on process related issues & updates.
•Takes others perspective into account when communicating, negotiating, or presenting arguments.
•Listens & clearly presents information.
•Demonstrate expertise in functional knowledge and the ability to apply them in the aligned project.
Requirements
•Should have more than 1+ year of experience in international US process.
•Preferred 3rd Party or 1st Party Collections experience.
•Must be self-motivator and self-starter.
•Attention to detail, time management, and decision-making skills.
•Vigilant in following up to ensure that developed plans addressing issues and problems have been implemented.
•Demonstrate flexibility and a sense of urgency.
•Must adapt well to change and successfully set and adjust priorities as needed.
•Ability to multitask and successfully operate in a fast paced, team environment.
•Creative ability & writing proficiency.
Qualification
•Bachelor’s degree
•Excellent verbal, written and interpersonal communication skills; Has excellent oral & written communication skills.
•Exceptional listening and analytical skills
