Quality Assurance Team Lead, Member Services

We are seeking a skilled Call Center Analyst Team Lead responsible for evaluating the performance of customer service representatives by monitoring inbound and outbound calls, or other interactions. The primary goal is to ensure adherence to company policies, quality standards, and best practices to improve customer satisfaction, agent performance, and overall service efficiency.

The essential functions include, but are not limited to the following:

Call Monitoring and Evaluation of live or recorded customer interactions, including phone calls, emails, and chats.
• Evaluate agent performance based on predefined quality criteria, such as adherence to scripts, communication skills, product knowledge, problem-solving, and customer service etiquette.
• Ensure compliance with company policies, processes, and any legal or regulatory requirements.
• Feedback and Coaching with emphasis on providing detailed, constructive feedback to agents on their performance.
• Work with team leads and supervisors to deliver coaching sessions aimed at improving individual and team performance.
• Document findings and suggestions for improvement in a structured format.
• Reporting and Analysis focusing on compiling and maintaining reports on key performance indicators (KPIs) such as customer satisfaction scores, call quality scores, first call resolution (FCR), and agent compliance.
• Analyze trends in customer interactions to identify recurring issues, agent training needs, and process improvement opportunities.
• Provide insights and recommendations to management to enhance the overall customer experience.
• Collaboration and Calibration with a key focus on participating in calibration sessions with team leaders, supervisors, and other quality analysts to ensure consistency and alignment in evaluation standards.
• Work closely with training and operations teams to implement action plans for improving agent performance and customer satisfaction.
• Assist in the development of evaluation forms, scorecards, and quality guidelines for call monitoring.
• Process Improvement efforts to Identify opportunities for process improvements to enhance call center efficiency and service quality.
• Contribute to the development of policies, procedures, and training programs aimed at improving agent performance.
• Provide insights on trends related to customer inquiries, complaints, and satisfaction, working towards improving customer experience.
• Implement systems for monitoring and evaluating incoming and outgoing files. Use quality monitoring tools and software to track the quality of files.
• Compliance and Standardization. Ensure that all customer interactions comply with company standards, legal regulations (e.g., data privacy laws), and industry best practices.
• Stay updated on relevant industry standards and regulatory changes that may affect quality monitoring practices.
• Promote a culture of quality and excellence within the call center. Encourage teamwork, professionalism, and a customer-centric approach among all team members.
• Identify opportunities to streamline processes, reduce errors, and improve efficiency via beta testing and UAT.

• High School Diploma (or GED or High School Equivalence Certificate) Required
• Associate degree or higher Required
• 1+Years of Call Center Experience-Preferred
• Prior experience with Genesys or other Telephony Software-Preferred
• Knowledge of Microsoft Office with emphasis on excel-Required