Role & seniority: Quality Assurance Team Lead (mid-level to senior in QA with people leadership responsibilities)

Stack/tools: MS Office (Excel, Word, Office); QA metrics and calibration processes; reporting and scripting/problem-reporting workflows

Top 3 responsibilities

Manage administrative and reporting tasks for quality metrics and calibration scores
Provide actionable insights to Operations Team and client-partners; support Business Development initiatives as needed
Partner with support departments to achieve metric goals; investigate escalated issues for coaching opportunities

Must-have skills

Post-secondary degree or certificate (Business Management preferred) or equivalent experience
1–2 years QA experience; 1+ year in leadership/supervisory roles
Intermediate MS Excel/Word/Office proficiency; 30 WPM typing accuracy
Strong verbal/written communication, problem solving, and analytical abilities
Ability to work under deadlines in a fast-paced environment; time management and multitasking skills
Ability to listen attentively, analyze call data, and ensure compliance with performance metrics

Nice-to-haves

Experience with client-partner environments and quality coaching
Familiarity with scripting issues or call scripting processes
Experience in financial/result reporting or operational statistics

Location & work type: Not specified in the posting; details to be confirmed upon application

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