Customer Service Quality Lead

Main responsibilities:
 

Quality Assurance & Process Optimization

• Develop and standardize QA processes, policies, and KPIs to ensure efficiency and consistency;
• Ensure compliance with customer expectations and adherence to industry best practices;
• Enhance monitoring systems to improve customer experience and operational effectiveness;
• Identify and integrate new tools and methodologies for better quality measurement.

Team Leadership & Development

• Lead, mentor, and develop a high-performing QA team to foster professional growth and development;
• Organize and oversee training programs, coaching sessions, and workshops to improve team skills;
• Collaborate with Operations, Training, and Workforce Management to align QA with business goals;

Analysis & Continuous Improvement

• Analyze QA reports, customer feedback, and operational data to identify trends and areas for improvement;
• Provide actionable insights and recommendations to operations managers, customers, and senior management;
• Diagnose root causes of quality issues and implement effective corrective actions;
• Develop strategies for continuous service improvement.

Requirements:

• Experience: Up to 3 years in Quality Assurance within BPO, customer support, or service industries;
• Proven experience in managing and mentoring QA teams;
• Knowledge of quality frameworks (e.g., Six Sigma, COPC, ISO 9001);
• Ability to interpret data, generate reports, and drive improvements;
• Experience with quality control software, call monitoring tools, CRM and ticketing systems;
• Ability to work cross-functionally and align QA with business goals;
• Advanced level of English.

We offer:

• Competitive salary: rate + monthly bonus;
• Opportunities for development: Participation in trainings, courses, conferences;
• Dynamic environment: Working in a young and ambitious team where everyone has the opportunity to influence the company’s development.