Quality Assurance Team Lead

Supports Customer Experience Analysts and ensures tasks / responsibilities are carried-out effectively and efficiently. Designs and implements career development plans for each Analyst to ensure maximum operational, client, and personal effectiveness. Responsible for analyzing, drafting and delivering recommendations to improve quality of service. Generates internal and external client reports on Customer Experience data and Root Cause Analysis (RCA).

• Analysis - Completes root cause, and process gap analysis for executive escalations, specific client complaints. Responds to the client on a timely manner and brainstorms with operations proactive solutions to avoid customer dissatisfactions.
• CE Audit Form and Guidelines - Manages CE audit form findings, results, and correlations between business needs and KPIs directly impacting customer experience (CSAT, DSAT, T2B, B2B, etc). In addition, processes CE audit form disputes. Collaborates w...