Customer Support QA Lead

Job Summary

A company is looking for a Customer Support Quality Assurance Lead.

Key Responsibilities

• Manage team performance against KPIs, including productivity and accuracy
• Mentor and develop QA Specialists through performance management and skill-building
• Collaborate with cross-functional teams to ensure consistency and accuracy in QA programs

Required Qualifications

• Bachelor's degree or equivalent professional experience
• 2+ years in a Customer Support / Contact Center environment
• 2+ years of team leadership experience with a focus on coaching and performance management
• Experience with automated QA solutions in Customer Support / Contact Center settings
• Proficiency in Quality Management Systems (QMS) and automated scorecard development