Quality Analyst Lead

Get to know our Team:
The quality assurance and automation teams are responsible for tracking the missing, hunting down the broken, and
resolving all issues to help give the best experience for all who uses our elegant passenger and driver applications.

Get to know the Role:
 The Quality Lead is responsible for the cross-functional coordination of all quality assurance and customer
experience improvement initiatives.
 Be accountable for the development of Quality Assistance (QA) Specialists (QAS) and Quality Supervisors, as well as
the day-to-day management of quality monitoring and improvement initiatives.
 Support Operations leadership by communicating performance opportunities, supplying status & performance
reporting, and addressing quality issues with action plans created jointly with the operations team.
 Responsible to ensure quality performance metrics are aligned with client expectations as detailed in the Statement
of Work (SOW) and quality goals are met.

The day-to-day activities:
 Primary champion and executor of quality and service excellence in addition to business process improvements that
enhance the customer experience
 Implement, oversee and maintain the quality management platform
 Base quality control programs on department goals and metrics from quality monitoring data, training data and
customer satisfaction surveys
 Drive changes to increase customer satisfaction, efficiency, and increase agent success rates
 Understands business goals, identify performance gaps, and recommend solutions
 Make independent operational decisions as necessary to align with department objectives
 Provide leadership and structure to a high performing Quality team to accomplish service quality objectives
 Maintain high service quality by collaborating with the Operations business owners to assess performance data and
develop action plans to address findings and issues identified
 Enhance the department's effectiveness, efficiency and reputation by exploring opportunities to add value to
processes
 Execute programs and demonstrate leadership that enhances employee job satisfaction, support employee retention,
productivity, profitability, and customer satisfaction
 Address performance management issues as they are identified and administer performance reviews
 Other duties as assigned

The must haves:
 3+ years recent experience managing direct reports with staff and proven coaching skills to develop the team,
preferably in a contact center environment.
 Understanding of best practices relevant to creating a positive and customer centric work environment within a
contact center.
 Ability to multi-task several work deliveries; set priorities and meet deadlines with little supervision; desire to take
ownership of assigned work, take initiative and drive to results.
 Strong analytical, design and development skills.
 A good communicator versatile in both English