QA Lead

ViaPlus by VINCI Highways•Corona, CA

2d•$22 - $22•Onsite

About The Position

As a QA LEAD, you are the primary guardian of our customer experience. Your mission is to ensure every interaction meets our high standards of service, accuracy, and compliance. By meticulously evaluating customer-agent engagements against established rubrics, you provide the insights necessary to drive customer satisfaction, maintain regulatory compliance, and reduce operational error. You will work under the direct guidance of the QA Manager.

Requirements

An eagle eye for detail and the ability to spot inconsistencies in communication or process.
Comfortable working with rubrics and translating observations into objective data.
Strong written and verbal skills to document findings clearly and professionally. A great ability to communicate and explain complex information and processes.
A passion for improving the customer experience and a natural empathy for the user journey. Ability to maintain an effective relationship at all levels.
The ability to remain objective and fair when scoring peer interactions.
In depth knowledge about tolling and services Viaplus/91expresslanes provides.
Basic leadership skills ability to influence and motivate others.
High school diploma or GED.

Responsibilities

Create training material and provide constructive, actionable feedback to agents and team leaders to improve performance.
Review Q.A. evaluations submitted by leads and supervisors.
Conduct / assist regular calibration sessions with supervisors, and operations to ensure consistent evaluation standards.
Evaluate recorded or live customer interactions (calls, cases and adjustments) against our standardized scorecard.
Verify that interactions adhere to company policies and processes to mitigate risk.
Assist the QA Manager and QA coordinator in analyzing interaction data to identify trends, pain points, and areas for operational improvement.
Create detailed quality reports that highlight agent performance and overall team consistency.
Act as the "voice of the customer," identifying opportunities to enhance customer journey and improve overall satisfaction (CSAT).
Partner with Team Leaders, Supervisors, Trainers and QA Coordinator to implement feedback loops and coaching strategies based on audit findings.
All as duties as assigned.