QA Team Lead - Contact Center

The QA Team Leader oversees a team of Quality Analysts and ensures that quality standards, communication expectations, and client requirements are consistently met. This role combines leadership, analysis, process improvement, and stakeholder communication. You will guide the QA team, manage performance, lead calibrations, prepare documentation, and deliver insights to both internal leadership and the client. A high level of flexibility and adaptability is essential, as processes, expectations, and workflows evolve quickly in this environment.

Job Responsibilities:

• Lead, mentor, and support a team of Quality Analysts; ensure consistent evaluation standards and high performance.
• Oversee quality monitoring across channels and ensure alignment with client communication style and expectations.
• Prepare, maintain, and store quality documentation, scorecards, guidelines, and calibration materials.
• Analyze QA results, team performance...