Responsibilities
- Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
- Documents on quality issues and performance measures for management review.
- Provides information to assist in the feedback and formal education process of individuals on the phone.
- Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates.
- Executes specialized projects and activities and typically works according to set principles.
- Usually generates and initiates own workload and doesn't need instructions or guidelines.
- Might also supervise work of less experienced professionals, provide professional expertise and take responsibility for the end product.
- Positions at this level are expected to significantly improve the day-to-day activities/processes.
Requirements
- Experience supporting international travel accounts
- At least 2 years of QA Team Lead experience
Work Arrangement
On-site
