Quality Assurance Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee daily performance of the team and provide consistent updates.

• Deliver weekly visuals based on data insights.

• Present monthly reports to the client.

• Offer ongoing coaching and training for team members.

• Work collaboratively with leadership to enhance processes and tools.

• Assist the Account Manager in supervising a team of Customer Support Representatives, including performing agent duties as needed.

• Establish and nurture strong relationships with clients.

• Collaborate with internal teams to fulfill client requirements.

• Address escalated issues swiftly and professionally.

• Act as the main point of contact between the client and internal teams.

• Aid in recruitment and ensure a smooth program initiation and execution.

• Manage relationships, track and report on performance, and ensure program adherence.

• Promote continuous enhancement for the program and technical support representatives serving parents, schools, and vendors in a cloud-based Contact Center.

⛳️ Requirements

• Must be a citizen of the United States.

• Experience with school choice or ESA programs is preferred but not mandatory.

• Exceptional analytical abilities to assess individual and team performance in relation to customer objectives.

• Strong interpersonal skills and capability to work independently as well as collaboratively.

• Clearly effective soft skills, active listening abilities, and capacity to empathize with customer needs.

• Superior verbal and written communication and customer service competencies.

• High School diploma or equivalent is required.

• Excellent interpersonal, time-management, and documentation capabilities.

• Professional attitude and eagerness to learn and improve continuously.

• A dedicated workspace with minimal background noise during calls and online meetings.

• Successful completion of all required background checks.

• Problem-solving proficiency based on established processes and protocols.

• Attention to detail in logging interactions using defined business processes and tools.

• Ability to quickly learn and become proficient with program guidelines and software tools.

• Experience with Office365 applications.

• Familiarity with CRMs and Contact Center platforms is preferred.

• High-speed internet connection with dependable Wi-Fi.

• Preference for two additional monitors.

• Laptop that meets company specifications.

• Availability to work 40 hours per week on alternate shifts of 8am–5pm EST and 11am–8pm EST, including one Saturday per month from 10am–4pm EST.

🏝️ Benefits

• Paid semi-monthly.

• Fully remote work environment.

• A dedicated workspace with minimal background noise during calls and online meetings.

• High-speed internet connection with reliable Wi-Fi.

• Preference for two additional monitors.

• Laptop that meets company standards.