Customer Support Lead QA Analyst (Zenni)

Customer Support Lead QA Analyst COE Manila, Philippines

Description

Customer Support Lead QA Analyst has a critical role on Zenni's award-winning Customer Support team. This role supports Zenni's Center of Excellence quality assurance needs. With your functional expertise in contact center quality assurance, you will provide thought leadership, structure, and hands-on oversight to drive successful, measurable outcomes. You will help Zenni achieve its business objectives by helping our employees and BPO partners excel in providing high quality, knowledgeable responses to ensure high customer satisfaction.

Requirements

• In conjunction with Zennis Global QA team, lead QA efforts at the COE, supporting over 120+ support agents
• Oversee the performance and development of a team of QA Analysts
• Complete weekly quality evaluations based on goals set by L&D/QA Manager
• Perform weekly audits to ensure both in-center and BPO QA agents are meeting goals and expectations
• In conjunction with the Global QA Lead, assist in QA strategy development
• Stay up to date on the latest Zenni support policies and processes to ensure frontline responses are accurate and consistent
• Collaborate with Training and Design team to surface knowledge gaps and training opportunities
• Support Voice of the Customer program with insightful and actionable customer feedback
• Maintain deep QA industry knowledge and make recommendations to optimize QA tools and techniques
• Lead calibration session with to review performance and consistency of scoring
• Identify developing trends impacting service levels and proactively partners with appropriate parties to recommend process enhancements or solutions to avoid potential problems

What skills do you need?

• Previous experience leading QA efforts in a contact center (>150 people)
• Proven experience managing a team of QA Analysts
• Data-driven with ability to leverage data to build recommendations and drive alignment with stakeholders
• Ability to prioritize and plan work activities using time efficiently, demonstrating accuracy and thoroughness, and monitors own work to ensure quality
• Strong communication skills, including the ability to listen effectively, confidently, and diplomatically express opinions and present effectively to varied audiences
• Ability to work independently and as a team player
• Experience using and managing QA platforms
• Experience using QA Automation tools
• Passionate about customer experiences in eCommerce