Job Title: Quality Assurance Team Lead Job Description: As the Quality Assurance Team Lead, you will oversee the development and implementation of quality assurance programs to ensure exceptional customer service experience. Working closely with cross-functional teams, you will play a key role in enhancing quality standards, identifying areas for improvement, and driving process optimization. - Lead a team of quality analysts responsible for auditing, assessing performance scorecards, and providing feedback to agents. - Collaborate with operations, business partners, stakeholders, and full-time employees to design call monitoring formats and quality standards. - Take proactive steps to improve effectiveness, compliance to policy, and increase the level of service by implementing strategies and action plans to achieve desired results. - Monitor the effectiveness of QA metrics as measures of performance, such as quality, satisfaction, and create clearly defined success measures for ongoing QA programs. Required Skills & Qualifications: - Strong leadership skills with ability to coach and teach peers. - Excellent communication and problem-solving skills with attention to detail. - Ability to prioritize workload with sense of urgency and delegate tasks effectively. - Proficient in SAP, Salesforce, Zendesk, Five9, Microsoft Office, Excel, PowerPoint, Word, and interpreting KPIs. - Knowledge of customer care processes and techniques. Benefits: Join a dynamic, global company with 60+ brands and opportunities for career growth and development. Enjoy competitive salary, benefits unique to your country of hire, and access to state-of-the-art learning resources, including our Lean Academy and online university. Others: Purpose-driven company with commitment to community involvement and sustainable business practices. Join a diverse and inclusive culture that respects and values differences.