Quality Team Lead (Content writing/editing/rating/rewriting)

Job Title: Quality Team Lead (Content writing/editing/rewriting/rating)

Location: Austin, TX

1. Scope of position

The primary objective of the Quality Team lead is to manage a team of quality auditors and ensure all audits are done with a high level of quality and to monitor and analyze the actual performance data and ensure SLAs are being met.

2. Key Responsibilities

Bachelor’s Degree (any discipline) with minimum a of 2 years of overall experience

Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days

No issues working in any location assigned by the company

Demonstrate excellent communication skills; ability to present ideas and solutions in a logical and articulate manner with the self-confidence to work with Senior Executives

Ability to work within challenging environment with tight delivery timelines

Out of the box thinker to develop tools and processes for best utilization of resources.

Ability to manage Internal and external clients; Strong conflict management skills.

Ability to manage team of QAs

Self-motivated Team player

Excellent skills on G suite/Quality Tools / Data Analysis /RCA/Analytical Skills / Reporting.

Experience working in a customer-centric environment

Good people skills

Has the ability to coach and provide positive and negative feedback

3. Skills/qualifications required

Monitor and Analyse the actual performance data and ensure SLAs are being met

Handle 15 (or more) team members and oversee day to day performance

Attrition and absenteeism handling

Drive performance metrics rigorously among individual groups and develops talents

Review performance metrics, technical base and other skill sets required, prepare improvement action plans and effective follow up, take corrective actions whenever required

Coordinate among various departments like Quality, Communication, etc. and review individual group’s performance and set action plans for improvement

Create an open and transparent working environment to ensure associates voice is heard and if necessary appropriately acted upon

Conducts Performance Management of assigned team members which includes coaching, handing out of disciplinary sanctions for violations against company policies and performance reviews

Identifies and Resolves problems that affect the performance of the team and quality of service

Assist the Associate Manager in planning, developing and implementing initiatives and improvements to the process/discipline

Provide overall direction to the team in handling customer service inquiries and requests in support of end users

Maintain a current understanding of the company policies, process changes and remains an expert of the process

Take charge of coordination, follow up and notifications for priority issues, incidents or escalations

In conjunction with the problem management function, identifies continuous improvement initiatives within the discipline

Make sure all team is fully updated on the guidelines updates

Creates WBR, MBR reports for client and stakeholder reviews