Regional Quality Development Lead

This job is open to multiple locations - we are looking for candidates from all over the central region.

As a Quality Development Lead, you will oversee the quality assurance efforts within your assigned markets, manage the local QA team(s), and ensure that all quality targets are met. You will be responsible for gathering and analyzing data, maintaining the quality framework, and driving initiatives to improve overall service quality. If you're ready to make a direct impact on how our customers experience support, this is the role for you.

What you will be doing

Team Leadership and Management:

• Manage the QA team(s) for your designated countries, including administrative tasks and resource planning.
• Ensure adequate headcount and resourcing for all QA activities.
• Supervise and monitor QA performance, particularly grader-related metrics, and take necessary actions to achieve performance targets.
• Aggregate data and insights from audits, providing clear recommendations for improvement.

Quality Assurance and Improvement:

• Lead the local quality assurance efforts, ensuring that all activities are aligned with global quality standards.
• Identify areas of improvement within the QA processes and implement solutions to enhance overall performance.
• Ensure consistency in grading and feedback processes across teams.

Data-Driven Insights:

• Collect and analyze audit data to provide actionable insights into the quality of support operations.
• Monitor KPIs and take proactive steps to address any issues or inconsistencies.
• Support Root Cause Analysis (RCA) for low-CSAT tickets and identify improvement opportunities to reduce dissatisfaction.

Collaboration and Stakeholder Management:

• Work closely with Support Operations leadership and other cross-functional teams to ensure alignment on quality objectives.
• Liaise with global QA teams to ensure that local practices adhere to overall company goals and standards.
• Engage with other teams, such as Training and Content, to ensure cohesive quality development initiatives.

Audit the Auditor:

• Run the Audit the Auditor (AtA) program, ensuring that quality auditors themselves are performing consistently and accurately.
• Provide feedback and coaching to auditors based on AtA outcomes, driving continuous improvement in the audit process.

Continuous Improvement:

• Contribute to the development and maintenance of quality improvement initiatives, such as calibrations and workshops, to ensure ongoing skill development in the QA team.
• Regularly review and update quality guidelines and processes to keep them relevant and efficient.
• Drive initiatives to streamline QA workflows and improve operational efficiency.

Our humble expectations

• Team Leadership in Quality Assurance: Skilled in leading and managing QA teams, ensuring they’re resourced, supported, and consistently hitting quality targets.

• Data Analytics & Interpretation: Proficient in analyzing audit data and KPIs to extract insights that lead to actionable quality improvements.

• Quality Framework Development: Experienced in creating, implementing, and refining quality processes to maintain consistent, high standards across regions.

• Root Cause Analysis (RCA): Strong ability to perform RCA, pinpointing areas for improvement to minimize customer dissatisfaction.

• Clear Communicator: Excellent at conveying quality findings, updates, and recommendations in a way that’s understandable and actionable for cross-functional teams.

• Collaborative Partner: Works effectively with stakeholders, including Support Operations leadership and global QA teams, to align on and achieve quality goals.

• Problem-Solving Mindset: Proactive in identifying quality gaps and implementing solutions to drive continual improvement in QA performance.

• Detail-Oriented: Meticulous in monitoring QA metrics and data, ensuring all findings and recommendations are precise and impactful.

• Ownership & Accountability: Takes responsibility for the performance of the QA team and the quality outcomes of the assigned markets, striving to hit targets and exceed standards.

• Stakeholder Management: Builds strong relationships with cross-functional teams to ensure that quality efforts support broader operational goals and objectives.

• Feedback-Driven Development: Receptive to feedback from audits, team members, and other departments, using it to refine QA practices and drive better outcomes for the team and customers.

We are open to any applicant who is at the moment working on the Support Shift Lead position on higher. In case you are Support Associate, please, see the job advert for Quality Development Specialist.