Team Lead, Quality Assurance - Rockledge FL in Rockledge, FL, US at TTEC

Date Posted: 2/23/2018

Job Snapshot

Job Description

Quality Assurance Team Lead
Quality Assurance (QA) Team Leads are responsible for Quality Assurance Specialists performance, development, mentoring, and coaching to meet and continuously improve both TeleTech and client quality metrics. Team Leads focus on Specialists performance providing motivation and support to enhance engagement and success in attaining quality targets and goals. QA Team Leads hold team accountable for meeting all performance indicators, quality metrics using reporting tools, and techniques specific to quality assurance. Team Leads oversee and execute the monitoring and scoring activities and responsibilities of their teams. They coordinate quality assurance activities and special quality projects. Lead Specialists in accordance with policies and procedures of TeleTech and client's requirements. Evaluate quality assurance processes. Recommend and coordinate needed changes based on process analysis and program changes upon client request. Responsible to meet team productivity and quality goals.
Key Performance Objectives
1. Achieve 100% of quality goals per client contract. Actively implement strategies and initiatives to enable the Quality Assurance team to achieve its goals and objectives. Communicate the core strategy and quality goals to the team. Establish metrics for success, set clear priorities, and drive the team to meet quality goals. Understand the key business objectives, timeframes, and requirements associated with each goal. Ensure that the team meets contractual quality monitors and audits, accuracy and receive proper feedback. Ensured that the team is providing insight into program and language trends. (Strategic planning, project management, results orientation, business acumen, strategic thinking, enthusiasm)
2. Manage day-to-day quality operations, processes, and reporting. Responsible for understanding and executing quality requirements specific to program(s) supported. This includes observation of and providing feedback to the team. Translate QA Specialists performance into a level of client and customer satisfaction. Contribute in quality evaluations by monitoring and scoring calls. Evaluate scores against client contractual expectations and calibrate in order to discover gaps and challenges. Communicate gaps and challenges with quality specialists and other stakeholders, participate in coaching process and provide an action plan to ensure the issues get addressed. Be involved with the quality disputes process if needed. Responsible for quality reporting. Regularly share quality reports with client and operations. (Teamwork and collaboration, problem solving, accountability, people skills, results orientation, relationship building)
3. Improve the key success metrics associated with quality department. These include :
  • Provide program-level reporting to operations at least monthly if not weekly
  • Proactively assess and document team efficiency to determine the best staffing plans each month
  • Review and assess day-to-day activities documenting ways to maximize individual and team output
  • Foster an environment that encourages team performance and supports development
  • Work to evolve the team as business partners to operations providing action plans and opportunities for improvement 

Gather information, analyze data, observe the process, and lead the effort to consistently improve each quality process and performance. This includes challenging every aspect of the processes. Recommended changes must be monitored and measured to ensure bottom-line impact to the process. Responsible for meeting key metrics and quality requirements. Held accountable for attrition and performance of Quality Assurance Specialists. (Data analysis, persuasion, problem solving, strategic thinking, achievement motivation)
4. Deliver excellent customer service and communication. Responsible and available for teams' questions and issues ensuring appropriate resolution of issues. Maintain a positive, respectful and caring attitude. Communicate problems clearly and collaborate with direct reports and business partners that issues will be resolved quickly with a minimum of long term impact. Proactively share relevant reports with managers and other team leads as needed. Take personal responsibility for problems and solutions. (Communication, helpful, conflict resolution, take ownership, enthusiasm, customer focus)
5. Develop, coach, support, and evaluate the team. Responsible for development of Quality Assurance Specialists. Establish realistic team goals and performance objectives. Provide constructive feedback to staff. Hold team accountable for meeting all performance indicators and client quality metrics, using reporting tools and techniques. Coach and provide career development advice to specialists. (Coaching, achievement motivation, influence, communication, mentor, judgment, accountability)
6. Ensure team has tools, systems, and support needed to perform their job. Escalate system level issues to the appropriate systems/IT support/ vendor team/client. Clearly identify all system level errors including the scope of problems and relative urgency. Provide clear documentation of problems via e-mail or ticketing system to the appropriate team. Ensure that problems have been addressed. (Problem solving, system troubleshooting, communication, reporting, attention to detail)
Basic Qualifications
  • Experience as a Team Lead, within a call center, managing a team of 10 or more.
  • Strong understanding of TeleTech's business, core values, and goals
  • Strong verbal and written communication skills
  • Ability to manage multiple, complex, on-going tasks and projects
  • Ability to lead and partner successfully with staff and chain of command
  • Proficient English, both written and verbal
  • Great interpersonal skills
  • Strong attention to detail
  • Open, honest, and empathetic manner when dealing with people
  • Strong attention to detail and desire to follow procedures
  • High customer service orientation
  • Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
  • High level of integrity, honesty, and judgment
  • Data analysis and reporting
  • Strong coaching skills 

Preferred Qualifications
Notice to external Recruiters and Recruitment Agencies : TTEC (formerly TeleTech) does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC (formerly TeleTech), and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC (formerly TeleTech).
Employment Requirements : TTEC (formerly TeleTech) requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC (formerly TeleTech) is an Equal Opportunity Employer.