Quality Assurance (QA) Lead
Apply NowCompany: Esolvit, Inc.
Location: Washington, DC 20011
Description:
Title: Quality Assurance (QA) Lead
Location: Washington, DC
Duration: Long Term
You can ApplyHere or click on the link to the Arytic AI Hiring Platform
Job Description:
The Quality Assurance (QA) Lead is the primary point of contact for the Quality Assurance department. Additional tasks may be assigned as needed.
Manage, supervise, and support the Quality Assurance team members
Review and audit phone call and email evaluations and provide feedback to evaluators, including Operations Supervisors, Senior Customer Service Representatives (CSRs), and QAA staff.
Conduct weekly QA Staff Team Meetings.
Facilitate weekly QA internal and external Calibration Sessions.
Review, analyze, and provide feedback regarding information on quality reports, evaluations, and performance metrics.
Conduct continuous process improvement activities including identifying QA trends and lessons learned.
Create QA program support documents including Work instructions, Job Aids, and QA Standards and their definition.
Maintain a Standard Operating Procedure (SOP) for process improvement
Required Skills:
Location: Washington, DC
Duration: Long Term
You can ApplyHere or click on the link to the Arytic AI Hiring Platform
Job Description:
The Quality Assurance (QA) Lead is the primary point of contact for the Quality Assurance department. Additional tasks may be assigned as needed.
Manage, supervise, and support the Quality Assurance team members
Review and audit phone call and email evaluations and provide feedback to evaluators, including Operations Supervisors, Senior Customer Service Representatives (CSRs), and QAA staff.
Conduct weekly QA Staff Team Meetings.
Facilitate weekly QA internal and external Calibration Sessions.
Review, analyze, and provide feedback regarding information on quality reports, evaluations, and performance metrics.
Conduct continuous process improvement activities including identifying QA trends and lessons learned.
Create QA program support documents including Work instructions, Job Aids, and QA Standards and their definition.
Maintain a Standard Operating Procedure (SOP) for process improvement
Required Skills:
- 7-10 years of experience in Quality Assurance (QA)
- 3-5 years of experience in CRM Applications
- 7-10 years of experience in Microsoft 365