Bilingual Quality Assurance Team Leader

Summary

Join our team as a Quality Assurance Customer Service Team Leader and oversee the performance and quality standards of our customer service team. This full-time, remote position requires a strong background in quality assurance processes, leadership, and customer service excellence. You will lead and mentor the team, develop and implement quality assurance processes, provide feedback and training, analyze performance data, and collaborate with management. The ideal candidate possesses proven experience in quality assurance within customer service, leadership experience, strong analytical skills, excellent communication skills, and a flexible schedule.

Requirements

• Proven experience in quality assurance within a customer service environment
• Leadership experience with the ability to motivate and guide a team
• Strong analytical skills with a keen eye for detail
• Excellent communication and interpersonal skills
• Flexible schedule and ability to adapt to shifting priorities

Responsibilities

• Lead and mentor the customer service team to ensure high-quality support and customer satisfaction
• Develop and implement quality assurance processes, including monitoring calls, chats, and emails
• Provide feedback, coaching, and training to team members to enhance performance
• Analyze performance data and generate reports to track KPIs and quality metrics
• Collaborate with management to develop strategies for continuous improvement