Quality Lead, Consumer Support

Job Duties

• Analyze QA results, survey responses, and customer feedback to assess the quality of products and services.
• Perform "close the loop" interactions with customers to resolve any issues, gather additional feedback, and ensure customer satisfaction.
• Provide backup support to the Quality Trainer by assisting with training sessions and ensuring that employees meet quality standards.
• Act as a backup to Quality Assurance specialists, assisting with the evaluation of processes, services, and products to maintain high-quality standards.
• Generate reports and insights from QA data to identify trends and areas for improvement.
• Collaborate with cross-functional teams to implement corrective actions based on QA findings.
• Aid in the development and enhancement of quality control procedures and guidelines.
• Offer recommendations for improvements to enhance customer experience and operational efficiency.
• Support the team in maintaining quality metrics and targets.
• Collaborate with the leadership team on opportunities and suitable training and QA tactics.
• Evaluate and execute evaluations that align with QA Guidelines into Salesforce.
• Document quality assurance activities and create audit reports.
• Report out weekly and monthly QA metrics.
• Support the operation by providing level two support in team chat channels.
• Other training and quality assurance related duties as needed.

Qualifications

• Experience in both writing and speaking in any size groups.
• Enthusiasm for training and inter-departmental collaboration.
• Familiarity with QA tools, surveys, and feedback systems.
• Experience in training or providing support in a training capacity is a plus.
• Comfortable in working autonomously and a natural self-starter.