Quality Assurance Lead

A company is looking for a Quality Assurance Lead to manage their Quality program across Sales and Service.

Key Responsibilities

Oversee the AI Driven QA engine for Sales and Service, including sampling, scoring, and reviews

Implement Sales Efficacy and Service Quality campaigns to enhance performance and compliance

Analyze QA data to identify trends and collaborate with leadership to drive actionable improvements

Required Qualifications

3-5 years of experience in contact center QA with program ownership

Hands-on experience with QA and contact center tools and systems

Ability to analyze data and communicate insights effectively

Proven success in designing QA rubrics and processes for compliance and performance

Experience managing offshore QA teams is a plus