QA Team Leader

Main Duties:
Define and execute the quality assurance strategy for Customer Service operations across in-house and BPO teams.
Lead and develop the QA team to ensure consistent quality standards and continuous improvement.
Drive process excellence initiatives to optimize workflows and enhance customer experience.
Provide data-driven insights and performance analysis to support strategic decisions.
Collaborate and negotiate with cross-functional teams and BPO partners to align quality objectives with business goals.
Responsibilities:
A. Quality Control & Governance
Establish QA frameworks, scorecards, and audit processes for CS agents across all channels.
Monitor and evaluate agent performance (in-house & BPO) to ensure compliance with service standards and KPIs.
Identify gaps and root causes in quality performance; develop corrective action plans and improvement programs.
Ensure consistency in QA methodology and reporting across internal and outsourced teams.
B. Process Excellence
Analyze operational workflows to identify inefficiencies and propose process improvements.
Implement best practices and SOPs to enhance service delivery and customer satisfaction.
Drive initiatives that improve FCR, CSAT, and SLA adherence.
C. Data & Reporting
Interpret performance data, QA metrics, and dashboards to identify trends and improvement opportunities.
Prepare and present quality reports to leadership and stakeholders for strategic decision-making.
D. Team Leadership
Manage and mentor the QA team, setting clear objectives and performance metrics.
Build team capability in quality auditing, coaching, and data-driven analysis.
Foster a culture of continuous improvement and accountability.
E. Strategic Collaboration
Work closely with Operations, Training, and Vendor Management teams to align quality standards.
Negotiate with BPO partners to ensure adherence to contractual quality commitments.
Provide regular insights and recommendations to leadership for strategic decision-making.