Customer Experience QA Lead

Orion180•Melbourne, FL

5d•Onsite

About The Position

Join Our Team as a Customer Experience Quality Assurance Lead! Are you an experienced Customer Service associate with a knack for elevating customer service through meticulous quality standards? We seek a CX QA Lead to join our dynamic Customer Experience Team. In this key role, you will execute a five-star quality assurance program that meets and exceeds our customers' service expectations.

Requirements

A minimum of 2+ years in CX Service role providing quality service to our customers
Hands-on experience with quality management tools such as Nice inContact or ZENDESK or similar platforms is preferred
The ability to interpret QA data, identify trends, and provide data-driven recommendations for continuous improvement.
Prior experience managing quality processes across multi-site contact centers is preferred.

Responsibilities

Design & Implement Quality Programs: Develop and manage a structured quality monitoring program that assesses agent performance across all customer interaction channels (phone, chat, email, SMS).
Analyze & Improve: Analyze call trends, customer feedback, and quality scores to drive continuous improvement in service delivery. Utilize tools like Nice inContact to track trends, identify training needs, and implement improvements.
Conduct Process Reviews: Perform regular process audits to identify performance or compliance gaps, ensuring that our operational, security, and safety protocols are consistently met.
Collaborate with Leadership: Work closely with senior leadership to align quality assurance programs with business goals and regulatory requirements. Develop and present comprehensive quality scorecards, agent performance reports, and actionable insights.
Communication: Provide actionable feedback on quality forms and deliver it in a positive, supportive manner that fosters employee growth and performance, while demonstrating a passion for creating exceptional customer experiences.