Team Lead, Quality Assurance

Quality Assurance Team Lead

 Quality Assurance (QA) Team Leads are responsible for Quality Assurance Specialists performance, development, mentoring, and coaching to meet and continuously improve both TTEC 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 TTEC 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:

·Provide program-level reporting to operations at least monthly if not weekly

·Proactively assess and document team efficiency to determine the best staffing plans each month

·Review and assess day-to-day activities documenting ways to maximize individual and team output

·Foster an environment that encourages team performance and supports development

·Work to evolve the team as business partners to operations providing action plans and opportunities for improvement

·Gather information, analyze data, observe the process, and lead the effort to consistently improve each quality process and performance. 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)

 7. Additional Duties:

50% Of Time

·Supervise action plans to positively impact customer satisfaction process to the internal quality process

·Assist in collaboration with internal departments to ensure client and customer satisfaction

·Supervise the QA Department in the implementing TTEC Quality Assurance Best Practices to drive overall client and customer satisfaction

·Supervise associate/project/site reports of trends and observations to ensure client and customer satisfaction

·Interact with client in presentation, site visits, and action plan implementation and updates

·Supervise and ensure that all project performance metrics and requirements are met and/or exceeded

·Maintain below a 15% delta on audit performance

·Maintain above 85% baseline of quality score performance in each line of business

·Maintain 100% completion of Monitor expectations monthly

·Complete special projects as needed

40% Of Time

·Promotes an environment of continuous improvement in line with processes and items developed to increase performance

·Oversees the staffing, training and development of Quality Assurance Specialists. 

·Provides ongoing feedback to help develop and train QA Specialists to encourage, motivate and improve their performance. 

·Oversees the cross training and up training of QS Specialists.  Conducts call calibration sessions within the QS Department, Operations, Training, and the client. 

·Randomly monitors associate calls to ensure client standards are being maintained. 

·Support coaching efforts of trainers and supervisors

·Organize, support and inform of new hire classes on the quality process. 

·Support up training as applicable.  Initiating and tracking QA-Corrective Action Requests. 

·Participate in TTEC recognition process and proactively recognize QA Specialist.

10% Of Time

·Perform administrative duties as required. 

·Creates associate /project reports of trends and observations pertaining to performance management. 

·Supervise QA System database administration and report creation. 

·Supervise and or participate in the dispute process as needed. 

·Complete reporting on the Production Matrix.

Basic Qualifications

·Six Sigma white and yellow belt certified within 6 months of role

·Program Certified due to client interaction prior to fully taking on team

·Strong understanding of TTEC’s business, core values, and goals

·Must type 25 WPM.

·Excellent verbal, written and interpersonal communication skills.

·Data entry, spelling, grammar and proofreading skills required.

·Ability to work in both a team environment and autonomously.

·Ability to quickly adapt in a dynamic and fast-paced environment.

·Ability to manage multiple, complex, on-going tasks and projects

·Ability to lead and partner successfully with staff and chain of command

·Proficient English, both written and verbal

·Great interpersonal skills

·Open, honest, and empathetic manner when dealing with people

·Strong attention to detail and desire to follow procedures

·High customer service orientation

·Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly

·High level of integrity, honesty, and judgment

·Data analysis and reporting

·Strong coaching skills

Preferred Qualifications

·Knowledge of call center business

·Call center experience

·Action planning

·No corrective action in past 90 days

·95% or greater reliability in past 90 days

·85% or greater Quality Scores in past 90 days

·90% or greater MSAT scores in past 90 days

·BS/BA degree in Communications or equivalent work-related experience

·Quality Assurance experience in a call center environment preferred

·Good standing on Empower Development

·Experience in a customer service environment or related position

·Project management experience

·Prior experience with large client management and representation

·Excellent supervisory and time management skills

What You Can Expect

Visitwww.mybenefits.ttec.comfor more information.

About TTEC
Our business is about making customers happy.That'sall we do. Since 1982,we'vehelped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.