JOB PROFILE: QA Lead
JOB LOCATION: Corona, CA
JOB RESPONSIBILITIES:As a
QA LEAD, you are the primary guardian of our customer experience. Your mission is to ensure every interaction meets our high standards of service, accuracy, and compliance. By meticulously evaluating customer-agent engagements against established rubrics, you provide the insights necessary to drive customer satisfaction, maintain regulatory compliance, and reduce operational error.
You will work under the direct guidance of the
QA Manager.
- Feedback & Coaching: Ability to create training material and provide constructive, actionable feedback to agents and team leaders to improve performance.
- Compliant Evaluations: Review Q.A. evaluations submitted by leads and supervisors.
- Calibration & Consistency: Conduct / assist regular calibration sessions with supervisors, and operations to ensure consistent evaluation standards.
- Quality Auditing: Evaluate recorded or live customer interactions (calls, cases and adjustments) against our standardized scorecard.
- Compliance Monitoring: Verify that interactions adhere to company policies and processes to mitigate risk.
- Data Analysis: Assist the QA Manager and QA coordinator in analyzing interaction data to identify trends, pain points, and areas for operational improvement.
- Reporting: Create detailed quality reports that highlight agent performance and overall team consistency.
- CX Advocacy: Act as the "voice of the customer," identifying opportunities to enhance customer journey and improve overall satisfaction (CSAT).
- Collaborative Improvement: Partner with Team Leaders, Supervisors, Trainers and QA Coordinator to implement feedback loops and coaching strategies based on audit findings.
- And all as duties as assigned.
QUALIFICATIONS:- Detail Oriented: An eagle eye for detail and the ability to spot inconsistencies in communication or process.
- Analytical Mindset: Comfortable working with rubrics and translating observations into objective data.
- Communication Skills: Strong written and verbal skills to document findings clearly and professionally. A great ability to communicate and explain complex information and processes.
- Customer-Centric: A passion for improving the customer experience and a natural empathy for the user journey. Ability to maintain an effective relationship at all levels.
- Integrity: The ability to remain objective and fair when scoring peer interactions.
- Knowledge: In depth knowledge about tolling and services Viaplus/91expresslanes provides.
- Leadership: Basic leadership skills ability to influence and motivate others.
EDUCATION & EXPERIENCE:- High school diploma or GED.
SUPERVISORY RESPONSIBILITIESN/A
WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.
