Quality Assurance Team Lead - Customer Experience

Quality Assurance Team Lead - Customer Experience

The Quality Assurance Team Leader is responsible for maintaining and improving service quality for Customer Service, Telesales and Credit Analyst departments, ensuring all interactions meet SAMIR’s quality standards. The QA TL provides strategic insights, delivers coaching, and leads the QA team to ensure excellent customer experience, compliance, and effective communication across service and sales channels.

Key Responsibilities

• Conduct regular quality checks across Customer Service, Telesales, and Credit Analyst departments.
• Provide detailed feedback to agents and leaders to improve communication, compliance, and customer experience.
• Lead calibration sessions to ensure scoring consistency among QA analysts.
• Identify service gaps and collaborate with department heads to improve processes and training programs.
• Maintain and update QA scorecards and SOPs for each department.
• Monitor key quality metrics such as CSAT, DSAT, and sales compliance.
• Manage QA analysts to ensure balanced audit distribution, reporting accuracy, and process adherence.
• Generate regular QA reports, insights, and recommendations for management review.

Job Qualifications

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Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Quality Assurance and Customer Service

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