Quality Assurance Team Leader

4 days ago

Newport, Newport, United Kingdom CXFort Limited Full time £40,000 - £60,000 per year

DESCRIPTION

WHAT WILL YOU BE DOING?

Reporting to the Training and Quality Manager, the Quality Assurance Team Leader's main responsibilities will include monitoring, tracking, and reporting on Quality Assurance activities, identifying areas of service improvement, and developing programs that improve the overall quality of the customer's experience and team performance.

RESPONSIBILITIES

  • Creating assignments for QA Analysts;
  • Handling disputes, performing spot checks and conducting coaching sessions based on completed assignments;
  • Reporting on team performance (Monthly and weekly) and conducting calibration sessions and meetings with the QA team;
  • Monthly reports for contacts to track trends;
  • Monthly CS-QA KPI reports;
  • Creating content and update requests for the knowledge base, policies, procedures, and processes.

REQUIREMENTS

  • Have a minimum 2 years working experience at CX Fort Ltd;
  • Have a minimum 6 months working experience in Quality Assurance or similar role at CX Fort Ltd.

SKILLS

  • Excellent command of English and Turkish, both written and spoken;
  • Excellent command of MS Excel and Google Sheets;
  • Have good reporting skills;
  • Have an excellent understanding of Customer Care;
  • Have a good understanding of Zendesk, CRM software, and QA tools.
  • Be diligent and able to work on own initiative with minimal supervision;
  • Be self-motivated, passionate, reliable, and resilient;
  • Have the ability to prioritise and manage work without losing attention to detail.

OFFER

WHAT SHOULD YOU EXPECT? 

  • An informal atmosphere and family-like environment
  • A safe work environment
  • Great work-life balance
  • Teamwork and collaboration
  • Training and personal development
  • An attractive remuneration package
  • Fringe benefits

INTERESTED?

If you feel that you meet the eligibility criteria, we encourage you to apply by using the Apply Now button on this advert. All applications will be acknowledged and treated with maximum confidentiality.

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