QA (Multiple positions)

Lead, mentor, and support a team of Quality Analysts; ensure consistent evaluation standards and high performance.

Oversee quality monitoring across channels and ensure alignment with client communication style and expectations.

Prepare, maintain, and store quality documentation, scorecards, guidelines, and calibration materials.

Analyze QA results, team performance, and trends; identify gaps and improvement opportunities.

Conduct capacity planning, workload distribution, and prioritization for the QA team.

Drive team motivation through engagement activities, feedback loops, and development plans.

Prepare and deliver quality reports for internal leadership and external business reviews.

Lead internal QA calls, organize and run calibration sessions, and ensure scoring consistency.

Communicate with the client on quality topics, insights, risks, and improvement actions.

Build, track, and report on action plans related to quality, efficiency, and customer satisfaction.

Support deep dives into CSAT/DSAT, rootcause analysis, and process improvement initiatives.

Ensure QA insights translate into actionable recommendations for operations, training, and product teams.

Demonstrate flexibility and adaptability to rapidly changing processes, priorities, and client expectations.