We are looking for an experienced QA Manager to drive quality performance, strengthen coaching strategies, and elevate customer experience across operations.
Requirements
- Experience supporting international travel accounts
- At least 4 years of QA Team Lead experience
- Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
- Documents on quality issues and performance measures for management review.
- Provides information to assist in the feedback and formal education process of individuals on the phone.
- Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
- Serves as final decision/opinion maker in the area, coaches, mentors and trains others around expertise
