Description - Internal
Quality Assurance Team Lead (Temporary)
Quality Assurance (QA) Team Leads (Temporary) are responsible for Quality Assurance Specialists performance, development, mentoring, and coaching to meet and continuously improve both TeleTech and client quality metrics.
Team Leads focus on Specialists performance providing motivation and support to enhance engagement and success in attaining quality targets and goals.
QA Team Leads hold team accountable for meeting all performance indicators, quality metrics using reporting tools, and techniques specific to quality assurance.
Team Leads oversee and execute the monitoring and scoring activities and responsibilities of their teams. They coordinate quality assurance activities and special quality projects.
Lead Specialists in accordance with policies and procedures of TeleTech and client's requirements. Evaluate quality assurance processes.
Recommend and coordinate needed changes based on process analysis and program changes upon client request. Responsible to meet team productivity and quality goals.
Key Performance Objectives
1. Achieve 100% of quality goals per client contract. Actively implement strategies and initiatives to enable the Quality Assurance team to achieve its goals and objectives.
Communicate the core strategy and quality goals to the team. Establish metrics for success, set clear priorities, and drive the team to meet quality goals.
Understand the key business objectives, timeframes, and requirements associated with each goal. Ensure that the team meets contractual quality monitors and audits, accuracy and receive proper feedback.
Ensured that the team is providing insight into program and language trends. (Strategic planning, project management, results orientation, business acumen, strategic thinking, enthusiasm)
2. Manage day-to-day quality operations, processes, and reporting. Responsible for understanding and executing quality requirements specific to program(s) supported.
This includes observation of and providing feedback to the team. Translate QA Specialists performance into a level of client and customer satisfaction.
Contribute in quality evaluations by monitoring and scoring calls. Evaluate scores against client contractual expectations and calibrate in order to discover gaps and challenges.
Communicate gaps and challenges with quality specialists and other stakeholders, participate in coaching process and provide an action plan to ensure the issues get addressed.
Be involved with the quality disputes process if needed. Responsible for quality reporting. Regularly share quality reports with client and operations.
Teamwork and collaboration, problem solving, accountability, people skills, results orientation, relationship building)
3. Improve the key success metrics associated with quality department. These include :
This includes challenging every aspect of the processes. Recommended changes must be monitored and measured to ensure bottom-line impact to the process.
Responsible for meeting key metrics and quality requirements. Held accountable for attrition and performance of Quality Assurance Specialists.
Data analysis, persuasion, problem solving, strategic thinking, achievement motivation)
4. Deliver excellent customer service and communication. Responsible and available for teams' questions and issues ensuring appropriate resolution of issues.
Maintain a positive, respectful and caring attitude. Communicate problems clearly and collaborate with direct reports and business partners that issues will be resolved quickly with a minimum of long term impact.
Proactively share relevant reports with managers and other team leads as needed. Take personal responsibility for problems and solutions.
Communication, helpful, conflict resolution, take ownership, enthusiasm, customer focus)
5. Develop, coach, support, and evaluate the team. Responsible for development of Quality Assurance Specialists. Establish realistic team goals and performance objectives.
Provide constructive feedback to staff. Hold team accountable for meeting all performance indicators and client quality metrics, using reporting tools and techniques.
Coach and provide career development advice to specialists. (Coaching, achievement motivation, influence, communication, mentor, judgment, accountability)
6. Ensure team has tools, systems, and support needed to perform their job. Escalate system level issues to the appropriate systems / IT support / vendor team / client.
Clearly identify all system level errors including the scope of problems and relative urgency. Provide clear documentation of problems via e-mail or ticketing system to the appropriate team.
Ensure that problems have been addressed. (Problem solving, system troubleshooting, communication, reporting, attention to detail)