Customer Support QA Lead

A company is looking for a Customer Support Quality Assurance Lead to oversee the quality assurance program for customer support. Key Responsibilities Monitor and evaluate agent performance to ensure compliance with quality standards Analyze customer feedback and satisfaction metrics to identify trends and areas for improvement Design and maintain comprehensive QA programs, including audits and agent evaluations Required Qualifications 7-9+ years of experience in a contact-center-based quality assurance role Exceptional project/program management skills Strong analytical skills for analyzing quality data and proposing solutions Experience managing or supervising employees in a corporate environment Auditing experience to ensure accuracy and effectiveness

May 6, 2025 - 08:23

A company is looking for a Customer Support Quality Assurance Lead to oversee the quality assurance program for customer support. Key Responsibilities Monitor and evaluate agent performance to ensure compliance with quality standards Analyze customer feedback and satisfaction metrics to identify trends and areas for improvement Design and maintain comprehensive QA programs, including audits and agent evaluations Required Qualifications 7-9+ years of experience in a contact-center-based quality assurance role Exceptional project/program management skills Strong analytical skills for analyzing quality data and proposing solutions Experience managing or supervising employees in a corporate environment Auditing experience to ensure accuracy and effectiveness