Quality Lead

Partnerhero • Greensboro, NC

273d

About The Position

As a Quality Lead at PartnerHero, you are responsible for providing oversight of QA functions for one or more partner programs. You will manage a team of Quality Analysts, leading by example and providing insights into program gaps and opportunities. You will deliver end-to-end planning and guidance to the team and execute quality processes while ensuring key performance indicators are met and that the team is adequately resourced. The ideal candidate for this role will have experience in quality programs for support teams. They act fast and are data driven when it comes to decision making. A Quality Lead will also have strong cultural awareness and is passionate about accessibility and inclusion. They will be hands-on and immersed in partner program(s) to optimize productivity, drive innovation, and inspire growth and performance of direct reports.

Requirements

• 2+ years experience in quality assurance for customer service, BPOs, or other interaction-based business models
• 1+ years of people management experience
• Ability to quickly learn and absorb partner culture, processes, and policies
• Grasp of statistical significance and various data analysis methods
• Proactive attitude and growth mindset; you're always looking for new problems to solve
• Tech-savvy (you are equally versed in a multitude of QMS platforms, Google Suite, and Slack)
• Organized and effective manager of time
• Ability to adapt to a fast-paced, change-heavy environment

Responsibilities

• Directly manage a team of Partner Quality Analysts, hiring and onboarding new team members, as needed
• Cultivate and maintain relationships with internal stakeholders and external partners, syncing regularly to discuss quality metrics, KPIs, current/upcoming initiatives, and partner needs
• Identify trends and outliers in your program's associate-level performance metrics (FRT, QA Score, CSAT/NPS, etc...)
• Work with your team of Quality experts to establish robust feedback loops between training and quality
• Gauge the effectiveness of the partner's training program(s)
• Identify knowledge gaps
• Suggest enhancements or modifications to the existing operational processes, tools and/or training in order to improve engagement, agent experience, and retention
• Support QA team production through performing QA reviews as needed
• Provide post-onboarding insights to internal and external stakeholders
• Work with your program's Team Managers/Leads to create development plans for their team members
• Mentor team members on quality best practices and the latest trends in support QA
• Provide growth and development opportunities to your direct reports, including participation in PartnerHero's training and quality certification programs
• Maintain a relationship with your Quality Manager and Head of Global Quality to ensure that our company quality standards are upheld on your assigned partner program
• Execute Quality processes implemented in the program (sampling, disputes, calibration and reporting)

Benefits

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services