Role & seniority: Quality Assurance Team Lead (QA Team Lead); mid-level to early seniority role with leadership/coaching responsibilities.

Stack/tools: Microsoft Office (Excel, Word, Office); standard QA/agile reporting familiarity; call monitoring and scoring experience implied.

Top 3 responsibilities

Manage QA administrative tasks and reporting of quality metrics; distribute correspondence.
Provide actionable insights to Operations and client-partners; calibrate QA scores; coach team members.
Review issues, identify opportunities, develop solution plans; support Business Development and escalate coaching needs.

Must-have skills

Degree or certificate in Business Management or equivalent combination of education/experience.
1–2 years QA experience; 1+ year in leadership or coaching.
Proficiency with MS Office; ability to type 30 WPM; strong verbal/written communication.
Ability to meet deadlines in a fast-paced environment; analytical and problem-solving skills; fair judgment.
Ability to analyze call data for compliance and interact effectively with diverse teams.
Nice-to-haves: Experience calibrating QA scores; experience researching escalated issues for coaching; exposure to operations and client-facing reporting; ability to contribute to business development initiatives.
Location & work type: Location and work type not specified.

Full Description

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

We’re changing the way people think about customer service, and we need your help!

We’re looking for a Quality Assurance Team Lead to be responsible for recording, reviewing and evaluating production objectives and performance standards. Working with the Quality Team, this role involves ensuring we are in accordance with both our internal and client-partner metric goals, as well as identifying areas of opportunity, developing solution plans and coaching team members.

As Quality Assurance Team Lead, You Will…

Manage administrative and reporting tasks associated with quality metrics Assist in providing actionable insights to our Operations Team and client-partners Partner with other support departments to achieve metric goals Assist in reviewing and maintaining calibration scores among the QA Team Maintain and develop pertinent operational statistics, financial management information and results reporting Support and contribute to Business Development initiatives Research escalated issues to deliver coaching opportunities Report scripting problems or questions from callers to appropriate departments Distribute client-partner and company related correspondence Perform other duties as assigned

As Quality Assurance Team Lead, You Have…

A post-secondary degree or certificate, preferably in Business Management (a combination of education and work experience will also be considered) At least 1-2 years of Quality Assurance experience At least one year of experience in a leadership, supervisory or coaching role Intermediate knowledge of MS Excel, MS Word and MS Office (required) The ability to type 30 WPM with accuracy Strong verbal and written communication skills, including good spelling and grammar skills The ability to work under time constraints and meet deadlines The ability to work in a fast-paced, hectic and always changing environment Excellent leadership, analytical and problem solving skills The ability to solve problems and offer suggestions in a positive, developmental manner The ability to make fair and consistent judgments and decisions The ability to listen attentively use call information to analyze and score calls to ensure compliance with performance metrics The ability to handle multiple tasks, details, and interruptions, including organizational and time management skills Effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds Show more Show less