Customer Service QA Team Leader

Responsibilities:

• Develop and implement QA processes and procedures.
• Conduct root cause analysis and implement corrective actions.
• Lead, mentor, and develop a team.
• Monitor and evaluate team performance, provide feedback, and conduct performance reviews.
• Design and deliver training programs to enhance the skills and knowledge of the QA team.
• Oversee QA projects and initiatives with basic project management skills.
• Ensure compliance with all relevant regulations and implement best practices in compliance management.

Requirements:

• Fluency in English to work with international stakeholders.
• 8 - 10 years experience in customer service and have knowledge of customer servicing tools
• In-depth understanding of quality standards and best practices in customer support.
• Strong analytical skills and the ability to interpret data and metrics.
• Excellent communication and interpersonal skills.
• Strong understanding of customer service principles and the ability to ensure a customer-centric approach.