Quality Assurance Team Lead (Clark) | Onsite

Work Arrangement: Onsite (Clark)

Responsibilities:

• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards. 
• Documents quality issues and performance measures for management review. 
• Provides information to assist in the feedback and formal education process of individuals on the phone.
• Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. 
• Executes specialized projects and activities and typically works according to set principles.
• Usually generates and initiates own workload and doesn't need instructions or guidelines.
• Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product.

Requirements:

• QA Team lead background/experience
• Positions at this level are expected to significantly improve the day-to-day activities/processes.
• Manages and oversees the implementation of short-term activities within the team.
• Decisions are of an operational nature within a defined scope. 
• Positions on this level delivers their share of professional responsibilities focusing on professional excellence. 
• Typically manages a team of Individual Contributor co-workers.

Place of work