We are seeking a Quality Team Lead – Player Engagement to oversee a team of Quality Assurance Auditors for small to medium-sized programs. The successful candidate will be responsible for ensuring tasks and responsibilities are carried out effectively and efficiently. They will also design and implement career development plans for team members, analyse and draft recommendations for improving the quality of service, and generate internal and external client reports on customer experience and quality data and analysis.

Key responsibilities include overseeing the day-to-day operations of the Quality Assurance Audit team, monitoring and following up on tasks delegated to team members, managing the QA team by setting their weekly goals and specific tasks, and ensuring that client and company requirements for quality and customer experience are met.

The Quality Team Lead – Player Engagement will also advise quality assurance issues to different units during meetings of key stakeholders, report auditing updates, discuss issues and identify possible interventions with concerned departments, and design and implement action plans, policies, and procedures to guarantee high CSAT performance.

Additionally, the successful candidate will study, design, and decide on the QA tools to be used for their program, attend and/or facilitate conference calls and meetings with clients, QA staff, and/or other internal departments regarding QA data and issues, and coach, mentor, and manage the performance of QA team members.

Requirements include a Bachelor's degree in a relevant field, minimum of 2 years relevant work experience in a supervisory capacity, and proficiency with MS Office applications, working knowledge of QMS tools, and TQM methodologies.

XML job scraping automation by YubHub