Conversion QA Team Lead

April 27

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Description

• Conversion QA Team Lead role overseeing outbound conversion quality assurance agents • Night shift Philippines time from 10pm to 7am, Mon - Fri • Responsible for ensuring SLA's and KPI's are met • Evaluate agents' performance and issue performance improvement plans • Conduct coaching sessions • Lead weekly QA calibration sessions with the onshore client • Perform ad hoc tasks as required

Requirements

• Proven track record as a team leader or above • Experience running virtual teams is a bonus • Analytical, problem-solving and simplification of workflow • Customer service and outbound dialing experience • Excellent interpersonal, organizational and time management skills • Ability to manage varying skills of employees • Strong organizational, multi-tasking and delegation skills • Ability to deal with conflict and disciplinary issues positively and in a timely fashion • Willingness to commit duties outside of what is normally required • Excellent communication skills both verbal and written • Commitment to get the job done • Excellent leadership skills

Benefits

• Remote work position • Night shift 10pm to 7am, Mon - Fri • Small and mighty team based in Los Angeles (Encino), CA • Venture-backed