QA Lead

Core Responsibilities:

• Oversee daily QA & compliance activities – Monitor assigned channels and ensure evaluations are completed accurately and on time.
• Conduct audits and document findings – Listen to calls, review chat/email transcripts, and complete QA scorecards with detailed notes.
• Provide immediate performance feedback to agents – Share real-time coaching after evaluations to reinforce good practices and address gaps.
• Maintain reporting logs and trackers – Keep all audit records updated for reporting and trend analysis purposes.

• Handles routine and clearly defined issues – Most problems have straightforward solutions using existing QA criteria.
• Resolves simple errors by agents – Corrects mistakes like missing script lines, incomplete customer details, or minor procedural lapses.
• Applies existing SOPs without modification – Follows established checklists with minimal need to interpret or adapt.

• Guided by detailed S...