Crystel is looking for a Quality Assurance Team leader to join the team!
As a QA Team Leader, you will;
- Lead, organize and evaluate an assigned team of QA analysts.
- Develop and enhance QA procedures and checklists for measuring and improving agents’ performance and other critical metrics.
- Ensure the implementation of customer service standards and etiquette.
- Ensure providing accurate information in a courteous and professional manner.
- Provide coaching, feedback and assistance to the assigned QA team and agents as needed
- Ensure the implementation of current and new policies and procedures for quality.
- Monitor and evaluate the assigned QA team performance continuously.
- Prepare performance reports.
Position requirements;
- Minimum 5 years’ experience in a similar role in Contact Center field.
- Six Sigma certified
- Excellent leadership and influencing skills.
- Strong Microsoft office skills (Microsoft Word, Excel, Outlook and PowerPoint).
- Ability to deal effectively and patiently in a positive attitude.
- Strong analytical skills
- Excellent motivator.
Please apply by sending your CV via email and mention “QA Team leader” in the subject line .
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