Quality Assurance Team Leader

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

💰 $500k Seed Round - SupportNinja on 2015-04

B2B • Artificial Intelligence • Enterprise

SupportNinja is an AI-enabled outsourcing and customer experience (CX) provider that offers scalable, tech-powered outsourcing services for fast-growing companies. They combine human agents with AI-powered workflows (branded NinjaAI) to deliver customer support, technical support, customer onboarding, conversion, renewals, content moderation, data operations, and finance & accounting services. SupportNinja emphasizes privacy-first design and compliance (SOC 2 Type 2, PCI-DSS, HIPAA, GDPR), offers a Management-as-a-Service (MaaS) launch process, and positions itself as a partner to enterprise and growth-stage businesses seeking to extend capacity and improve outcomes across the customer journey.

📋 Description

• Supervise a team of Quality Analysts • Oversee transaction monitoring of new trainees and production employees • Perform regular audits of assigned Quality Analysts for consistency, evaluation quality, and scoring accuracy • Provide documented feedback on strengths and opportunities • Review transaction and data trends in functional databases • Analyze monitoring and feedback methods and develop action plans to resolve issues • Delegate work, organize schedules, and provide developmental feedback • Coach, mentor, and conduct formal performance appraisals • Assist staff with career development goals • Ensure effective training for positions within the assigned area • Monitor staffing levels and turnover and recommend retention strategies • Partner with Talent Acquisition on hiring strategies • Conduct research, data analysis, and performance trending reviews to identify risks and recommend improvements • Review quality reports and recommend improvements to client policies and procedures • Set SMART goals for department processes • Create customized monitoring forms for client business needs • Lead responses to priority or highly complex client requests within deadlines • Serve as liaison with clients to review and resolve issues, including rebuttals, claims appeals, end-of-shift reports, and QA-Operations reports • Lead team meetings and operational-level client calls • Guide employees across departments on process updates and execution • Maintain professional relationships with team members and stakeholders • Escalate workflow or communication issues to the direct supervisor as needed

🎯 Requirements

• Bachelor's degree in Business or a related field, or an equivalent trade qualification; equivalent work experience may substitute for the educational requirement • Minimum of one to two (1-2) years of experience on a Quality Assurance team within an outsourced services environment • Excellent organizational, planning, time management, and analytical skills • Strong team-building, interpersonal, and communication abilities • Ability to lead and supervise effectively in a fast-paced, rapidly changing environment while managing multiple priorities • Strong commercial understanding, with prior accountability for profit or performance targets • High level of integrity, honesty, and sound judgment • Prior experience as a Team Leader, Quality within an outsourced services environment (nice-to-have) • Experience with data analytics, dashboard creation, and maintenance (nice-to-have) • Knowledge of the COPC framework (nice-to-have) • Knowledge of or experience with Lean Six Sigma, machine learning, or business intelligence platforms (preferred but not required)

🏖️ Benefits

• Competitive Compensation • Company-Provided Equipment • Retirement Savings Program • Life Insurance Coverage • HMO activated starting on your very first day • Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second (1) dependent added after one year of service • Paid Time Off & Birthday Leave