Team Lead - Process Quality

Responsibilities:

• Monitor and evaluate customer calls and interactions using QA tools
• Analyze performance trends and generate actionable insights
• Lead and conduct calibration sessions with internal teams and clients
• Developing and implementing quality assurance policies and procedures, conducting quality audits, and ensuring compliance with R1 and client standards. 
• Recommend process improvements to enhance customer satisfaction
• Present findings to leadership and client stakeholders
• Leading and mentoring a team of Quality Analysts, providing performance enforcement, guidance, and career development advice
• Generating and publishing reports on daily, weekly, monthly quality analysis, key metrics, and trends
• Facilitates weekly and monthly business reviews

Qualifications:

• Bachelor's Degree in any course or equivalent experience preferred
• 2+ years' experience...