QUALITY ASSURANCE OPERATIONS MANAGER - [IEB-301]

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, bene...