Quality Team Lead

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We are looking for a Quality Team Leader to take ownership of a team of ~10 Quality Specialists. This role goes far beyond people management : it requires sharp analytical skills to uncover the real root causes, not just the surface issues, and the ability to turn these insights into effective action plans. The Team Leader will oversee their team's monitoring, perform coaching observations, calibrations, and performance management, while ensuring quality standards translate into measurable business impact. This position demands agility, creativity, and resilience in a fast-paced, high-growth environment.

Key Responsibilities

• Lead, coach, and inspire a team of ~10 Quality Specialists, ensuring the team is aligned with the goals and objectives.
• Promote a culture of accountability, continuous learning, and ownership.
• Track performance and deliverables, supporting outliers to improve performance.
• Analyze data beyond the “what” to uncover the “why” behind recurring issues.
• Design and monitor corrective action plans with measurable effectiveness.
• Identify gaps across agents, processes, and products, ensuring that solutions are practical and scalable.
• Partner with Operations, Product, Content, Training, and CX stakeholders across all levels.
• Communicate findings and recommendations with clarity, supported by strong data storytelling.
• Ensure that quality initiatives directly impact customer experience and business results.
• Track and report the effectiveness of improvement programs and quality initiatives.
• Provide leadership with data-driven insights to inform strategy and operational decisions.
• Align team goals with broader organizational objectives and customer expectations.

Qualifications

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