Lead, Quality

📋 Description

• Works directly with partner Quality teams to drive compliance, performance and consistency in all
• Provides reporting and analysis to internal and external leadership so they can drive
• Provides leadership for key CS initiatives in their region or globally (R3, Premium, Elevated, etc.)
• Works closely with the onsite partner QA Lead to determine best practices for QA processes, in
• Analyses data to identify issues and help develop impactful and measurable action plans, and
• Manages and develops supporting specialists including oversight of training and onboarding of QIA

🎯 Requirements

• Minimum 5 years of Customer Experience management experience in a rapidly growing partner network
• Experience working in a QA Lead or related role
• Ability to work independently in an offsite location without direct manager supervision
• Excellent written, verbal communication and organisational skills
• Contact centre experience with internal and outsourced partners
• Experience with creating, measuring, and analysing quality metrics/KPIs

🎁 Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits