Quality Team Lead

As a Quality Analyst, your primary responsibility will be to develop and maintain internal support and call center quality standards. You will review a subset of sales agents" interactions (calls, emails, chats, etc.) and provide meaningful and constructive feedback on evaluations. It will be essential for you to discuss and explain feedback with agents in regular meetings, create strategies to improve support Key Performance Indicators (KPIs), and assist agents in enhancing their performance through specific guidance and ongoing support. Additionally, you will identify training and onboarding needs, initiate related projects, and generate reports that reflect support performance for reporting to senior management. You will also participate in calibration sessions to ensure consistency in internal evaluations and contribute positively to team culture. An ideal candidate for this role should have a minimum of 8 years of hands-on experience in quality assurance within customer service or sales, a proven track record of analytical skills, and experience managing a team for over 3 years. Strong communication skills, including the ability to deliver feedback effectively, excellent people skills, the ability to build rapport, good organizational skills, and knowledge of goal-setting practices are crucial. Experience with data visualization, understanding of support metrics, and problem-solving capabilities to create meaningful strategies to improve support quality are also desirable qualities. In return, you will have the opportunity to work on a highly critical role that will have a direct and significant impact. You will be part of a learning environment with supports looking at problems in unique ways, a collaborative and diverse team that values mutual respect and clear communication, and engaging work that will keep your brain healthy. As the successful applicant, you are expected to be fast, focused, and committed individuals with the ability to work effectively in a diverse team and be passionate about creating something big and impactful.,