Quality Assurance Team Leader

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Supervise a team of Quality Analysts • Oversee transaction monitoring of new trainees and production employees • Perform regular audits of assigned Quality Analysts for method consistency, evaluation quality, and scoring accuracy • Provide documented feedback on strengths and development 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 • Support career development goals and ensure effective training • 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 improve Quality Analyst performance • Review quality reports and recommend improvements to client policies and procedures • Set SMART goals for department processes and revise procedures accordingly • Create customized monitoring forms for client business needs • Lead responses to priority or complex client requests within deadlines • Liaise with clients to review and resolve rebuttals, claims appeals, end-of-shift reports, and other 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 and escalate workflow or communication issues as needed

🎯 Requirements

• A Bachelor's degree in Business or a related field, or an equivalent trade qualification, where equivalent work experience may substitute for the educational requirement • A 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 is nice-to-have • Experience with data analytics, dashboard creation, and maintenance • Knowledge of the COPC framework • Knowledge of or experience with Lean Six Sigma, machine learning, or business intelligence platforms is 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 (2) dependent added after one year of service • Paid Time Off & Birthday Leave