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Contact Center Quality Team Lead

Posted 2024-10-16

View full description

💎 Seniority level: Lead, minimum of 2 years

🔍 Industry: Healthcare talent marketplace

🏢 Company: Clipboard Health

🗣️ Languages: English

⏳ Experience: Minimum of 2 years

Requirements:
  • Proven experience in a quality assurance role, with a minimum of 2 years in a leadership position.
  • Excellent written communication skills.
  • Strong knowledge of quality assurance methodologies and best practices.
  • Excellent leadership, communication, and team management skills.
  • Ability to analyze data, conduct audits, and implement process improvements.
  • Experience with defect management and alignment processes.
  • Proficient in reporting and presenting QA metrics in business reviews.
Responsibilities:
  • Oversee and manage the day-to-day operations of the QA team, ensuring all quality processes are followed and standards are met.
  • Monitor the performance and output of the QA team to ensure efficient workflow and high-quality results.
  • Plan, organize, and execute regular QA audits and analyze results to enhance quality processes.
  • Provide leadership to the auditors, including setting goals and facilitating training.
  • Lead defect hunt initiatives to ensure collaboration in quality control.
  • Prepare and present metrics and findings during weekly business reviews.
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