Quality Assurance Lead (Call Center - English Fluent - Up To 24M)

Quality Assurance (30%)
Lead and mentor a team of QA members.
Provides QA oversight and guidance to QA team members to ensure KPI metrics are met and that QA activities are handled in accordance with project standards.
Oversee all aspects of quality assurance including establishing metrics, applying best practices, and developing new tools and processes.
Oversees the operation to ensure quality is not compromised by resource constraints, changes in scope, or compressed schedules
Develop and implement quality assurance strategies and test plans.
Coordinate with TM/TL to understand product requirements, and participates in problem solving sessions to better overall performance of the team
Compliance Assurance (35%)
Coordinate activities throughout the company to ensure efficiency and adherence to corporate compliance policies.
Regularly complete compliance reports.
Collaborate with cross-functional teams to cultivate a culture of discipline and compliance.
Request equipment and related accounts for new hire onboarding. Regularly complete account reports.
Assist in the process of tool issues, raise bugs related to MS Applications
Instruct and assist the team with the system updating and upgrading
Update and maintain Compliance policies and procedures.
Oversee compliance and internal regulations to ensure high standards of discipline and accountability within the team.
Conduct regular Compliance audits/tests to ensure high standards of discipline and accountability within the team.
Identify and track Computer/ laptop defects and inconsistencies.
Administrative Support (35%)
Provide accurate information and statistics to fulfil Business Review reports on a timely basis.
Analyze data to identify trends, patterns, and insights that inform business decisions.
Communicate findings, recommendations, and project updates to stakeholders and executives.
Identify opportunities for process improvements and contribute to ongoing optimization efforts.
Check attendance of team members on the site.
Provide reports of attendance, service quality, productivity, availability, and other key metrics on a daily, weekly, and monthly basis.
Schedule meetings and take detailed minutes. Follow up on important actions and decisions from meetings.