121.677

Job Description

POSITION TITLE: Quality Assurance Lead

POSITION PURPOSE:

The Quality Assurance Lead is responsible for overseeing and executing a customer centric, omnichannel experience through the training and development of all Customer Care Representatives. He or she must lead by example through all touchpoints in order to exceed department goals. The Quality Assurance Lead is responsible for providing performance feedback, making recommendations for process improvements, and handling more complex issues.

ESSENTIAL FUNCTIONS:

People Development: Assist all Customer Care Representatives with having a clear understanding of the department goals and metrics by continuous calibration and refresher trainings. Support all Customer Care Representatives in completing Customer Care Training per department guidelines. Participates in the training and development of all Customer Care Representatives on customer service and de-escalating best practices. Monitor, assess, and provide feedback on client engagement across all touchpoints for all Customer Care Representatives.

Customer Experience: Act as a brand ambassador by having a thorough knowledge of relevant updates, process and policy knowledge.Make excellent client engagement the top priority through all touchpoints. Assist in providing regular feedback to Customer Care leadership regarding performance trends, customer satisfaction practices, policy exceptions, and process development. Maintain a brand appropriate, professional, and elevated demeanor and dress code through all client and department interactions.

Driving Sales + Profitability: Meet or exceed Service Level Agreements and KPI's to ensure highest level of efficiency. Meet or exceed AOV, UPT, and volume goals set by the department. Assist in communicating loyalty sign-up and sales goals set by the department to all Customer Service Representatives.

Operational Effectiveness:Monitor, evaluate and analyze all touchpoints and provide feedback on performance trends to leadership to ensure compliance with department metrics and procedures. Conduct timely quality scoring feedback sessions with an emphasis on increasing revenue and reducing costs through first-contact resolution. Handle complex or difficult customer issues in a professional and exemplary manner. Conduct regularly scheduled audits to identify and address operational deficiencies, knowledge gaps, and service trend. Assist in production of all touchpoints when needed by the department

EDUCATION: High School

YEARS OF EXPERIENCE: 0-2 Years