Team Lead - Process Quality

As our Team Lead - Process Quality, you''ll lead a team of quality analysts to ensure every customer interaction meets our high standards. You''ll monitor calls, analyze performance data, and collaborate with operations to elevate service 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 dail...