The QA Lead role is one that requires strong subject matter expertise, an eye for continuous process improvement, and strong people management skills. In addition to providing coaching, mentoring, and performance management to the team each week, the person in this role is also responsible for ensuring the team meets their goals. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally driven individuals.
What you’ll do
Lead, motivate, and develop high performing teams of auditors within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs)
Stay present and available for your team; this includes covering the floor, answering questions, and providing real-time feedback
Complete weekly administrative tasks, including Attendance Tracking, OT/Holiday Verification, etc.
Coach auditors and drive performance to provide high quality results and feedback for customer support agents; identify opportunities for additional training & development
Complete reviews for your designated line(s) of business and participate in the weekly alignment process
Own the R2 metric for your line(s) of business, identifying trending issues and defining action plans for areas of quality improvement. Guide reviewers to do the same in their daily work
Create and distribute reports to Senior Leadership