Quality Assurance Team Lead, Member Services

Responsibilities

• Evaluate the performance of customer service representatives by monitoring inbound and outbound calls, or other interactions.
• Evaluate agent performance based on predefined quality criteria, such as adherence to scripts, communication skills, product knowledge, problem-solving, and customer service etiquette.
• Ensure compliance with company policies, processes, and any legal or regulatory requirements.
• Provide detailed, constructive feedback to agents on their performance.
• Work with team leads and supervisors to deliver coaching sessions aimed at improving individual and team performance.
• Document findings and suggestions for improvement in a structured format.
• Focus on reporting and analysis, including compiling and maintaining reports on KPIs such as customer satisfaction scores, call quality scores, first call resolution (FCR), and agent compliance.
• Analyze trends in customer interactions to identify recurring issues, agent training needs, and process improvement opportunities.
• Provide insights and recommendations to management to enhance the overall customer experience.
• Collaborate and calibrate with a key focus on participating in calibration sessions with team leaders, supervisors, and other quality analysts to ensure consistency and alignment in evaluation standards.
• Work closely with training and operations teams to implement action plans for improving agent performance and customer satisfaction.
• Aid in the development of evaluation forms, scorecards, and quality guidelines for call monitoring.
• Implement systems for monitoring and evaluating incoming and outgoing files. Use quality monitoring tools and software to track the quality of files.
• Ensure that all customer interactions comply with company standards, legal regulations (e.g., data privacy laws), and industry best practices.
• Stay updated on relevant industry standards and regulatory changes that may affect quality monitoring practices.
• Promote a culture of quality and excellence within the call center. Encourage teamwork, professionalism, and a customer-centric approach among all team members.
• Identify opportunities to streamline processes, reduce errors, and improve efficiency via beta testing and UAT.

Qualifications

• A high school diploma (or GED or High School Equivalence Certificate).
• An associate degree or higher.
• One or more years of call center experience (preferred).
• Prior experience with Genesys or other telephony software (preferred).
• Knowledge of Microsoft Office with emphasis on Excel (required).