Team Lead, Quality Assurance

What You’ll Do: 

• Work diligently to ensure the efficiency and quality of our Service Desk Operations 

• Oversee and manage QA incentive programs, designed to motivate and reward high-performance individuals within the team, thus fostering a culture of continuous improvement and excellence. 

• Create and maintain Quality Forms tailored to different communication channels such as calls, emails, and chats. 

• Develop and manage Quality Plans, including specific evaluation quotas that are essential to maintaining and monitoring our quality standards and customer sentiment. 

• Create maintain, and schedule training materials to equip engineers with the best practices in customer interactions and include easily accessible Standard Operating Procedures (SOPs), quick references, and Contact Center Coaching Packages. 

• Ensure the regular maintenance and distribution of reports related to Quality Assurance (QA), Quality Control (QC), and Workforce Management (WFM).

• Coordinate each day the queue management tasks among analysts to optimize workforce management; ensuring that the right resources are available at the right time. 

• Facilitate effective onboarding of new engineers through the management of the TEC New Hiring Training program. 

• Actively engage with the quality council to discuss trends, address issues, celebrate successes, and extract valuable insights from comprehensive reports; including identifying top and bottom performers among agents and client organizations, and determining agents who may need performance improvement plans. 

• Strategize monthly training focuses, including coaching packages and instructor-led courses which is critical to enhance agent performance and maintain continuous improvement in our customer service operations. 

What Skills & Experience You’ll Need: 

• Prior experience with scheduling software and workforce management concepts such as forecasting, scheduling, and adherence. 

• An understanding of employee absence management processes. 

• Experience with quality control or ticket management, familiarity with ticketing systems and monitoring tools, understanding of technical support processes. 

• Experience with quality assurance, training, or evaluation roles, familiarity with quality evaluation program structure, and coaching techniques. 

• Experience in workforce management or a related field, specifically with forecasting future anticipated volume and handle times, schedule generation, and adherence monitoring/reporting. Familiarity with Erlang or Erlang-C models is a strong plus. 

• Understanding of contact center operations, concepts, and KPIs, such as service level agreements (SLA), average speed of answer (ASA), Time-to-Resolution (TTR), Time on Ticket (ToT), Average Handle Time (AHT), and others. 

• Understanding of employee absence management processes. 

• Ability to develop training materials and conduct training sessions. 

• Desired soft skills: strong organizational skills, attention to detail, verbal and written communication skills, problem-solving skills, data analytical skills, leadership skills, and the ability to effectively stay on top of multiple simultaneous initiatives. 

Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender/gender expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD! 

Dataprise is an Equal Opportunity Employer.