woman using a headset

QA Team leader

Knowledge

Ideally previous experience of working within a call centre environment, QA environment and leading people

Provide MI and recommendations to business operations when trends/problems are identified through RCA, also reporting risk events to relevant stakeholders.

Work with key stakeholders across Atlanta to improve the Quality Assurance results.

Lead a team of Quality Assessors to enable them to undertake effective assurance.

To lead a team of Quality Assessors to ensure they are consistently applying agreed scoring methodologies across a range of customer interactions to provide effective assurance to customer facing staff

Be aware of broader organisational goals and understands the impact of own actions on cost.

Awareness of our regulatory requirements ranging a broad range of customer interactions such as ICOBS, DISP, CONC etc.

Skills

Adherence to all departmental and company controls and procedures.

Write factually, clearly, concisely and accurately.

Be able to persuade and convince others appropriately

To undertake Quality Assurance activity in line with agreed Quality Methodology (for example Appeals, check the checker).

Provide multi-skilling & departmental training activities to ensure competency of the Quality Assessors

Managing resource effectively inclusive of forward planning.

Support the Quality Assurance Function in the delivery of departmental/business wide objectives.

Behaviours

Completion of regular 1 2 1’s and regular performance and development reviews. Effective Management of your team in line with Training and Competency scheme.

Provide training, coaching and support across Quality and Business operations

In all internal and external contact, present a professional and positive image of the department, the team and the company as well as maintaining mutually constructive, positive and beneficial relationships.

Manage customer expectations and resolve queries. Build and sustain professional customer relationships.

Undertake continuous personal development to ensure that skills and knowledge remain up to date in relation to your role.

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