Quality Assurance Lead at Shuttlers

Job Summary

• The Quality Assurance Lead is responsible for creating processes and owning the systems that guide the operations of the Customer Experience Team at a location.
• You demonstrate good leadership in managing the team, collaborating with both internal and external stakeholders to ensure that the Shuttlers team delivers on its promises to Customers.

Responsibilities

• Design a detailed quality guide for all interactions and onboards the Customer Experience team into the system
• Monitor and evaluate inbound and outbound interaction quality using a standard operating procedure.
• Generate regular periodic reports and share insights on the impact on business 
• Track issues in the quality monitoring system or tools and analyze the results.
• Provide feedback to improve performance and develop training programs.
• Work with other teams to define quality standards/metrics.
• Design and get approval for the Customer Experience dashboard
• Onboard the Customer Experience team to the quality guide
• Prepare performance reports for the Customer Experience team
• Set performance metrics for people and processes in the Customer Experience team
• Create standardized communication templates for all categories of customer inquiries and/or issue resolutions
• Prepare and submit manpower plan for Customer Experience Team
• Standardized process documentation template for department
• Publish periodic reports with insights on business impact
• Facilitating meetings with supervisors to discuss performance issues and provide feedback on progress
• Managing work schedules and overtime hours for the team, making sure that all shifts are covered
• Conducting training sessions to help employees improve their skills and learn new processes
• Reviewing incoming calls or chats to determine how best to respond to customer inquiries
• Scheduling meetings to discuss issues or concerns with customers or other departments within the company
• Monitoring call center activity to identify opportunities for improvement or resolve problems in real-time
• Identifying opportunities for cost savings by reducing unnecessary expenses or increasing efficiency in operations

Requirements

• At least 4 years of experience in Quality Assurance, Customer Experience, or Operations 
• Proven experience in the use of CRM tools 
• Ability to use strong data analysis tools to share insight 
• Excellent communication skills with the ability to create detailed reporting 

Benefits

• Health insurance
• Paid time off and holidays
• Access to our services
• Opportunities for career growth and development