Quality Assurance Team Lead

About 24-7 Intouch
24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 19 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191 


ABOUT THE JOB

The Quality team monitors agent calls and provides actionable feedback to team leaders and robust analytics to the client.

ESSENTIAL FUNCTIONS:
  • Manage Admin and Reporting tasks associated with the Quality metrics.
  • Assistance in providing actionable insights to the operations team and client.
  • Flexibility with an ever-changing workload.
  • Partnership with other support departments to achieve metric goals.
  • Assistance in reviewing and maintaining calibration scores among the QA team
  • Maintains and develops pertinent operational statistics, financial management information, and results reporting
  • Supports Business Development Initiatives and contributes to the design and implementation of client marketing plans

JOB REQUIREMENTS

  • Ability to multitask under high-pressure situations
  • Professional communication skills
  • Ability to work both independently as well as  in team settings within a fast-paced, entrepreneurial environment
  • Ability to type 30 WPM with accuracy
  • A post-secondary degree or certificate, preferably in Business Management. A combination of education and work experience will also be considered
  • At least one year of experience in a leadership, supervisory, or coaching role

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