QA Lead (QAL) The Quality Assurance Manager will be responsible for overseeing the quality assurance process for a region, making sure local processes are aligned with global standards, and ensuring that customer interactions meet the desired outcomes and are aligned with its objectives.
Responsibilities
Hold the regional QA team accountable to regional QA OKRs.
Ensure that the QA team is meeting its objectives, and take corrective action when necessary.
Own Regional QA QBR, MBR, WBR reviews.
Prepare and present information to review team progress and impact, conduct reviews regularly to ensure that the team is meeting its targets.
Ensure that the regional QA dashboard is up-to-date so global metrics can be reported accurately.
Produce weekly reports that summarise the QA process, including metrics and insights, and share them with relevant stakeholders.
Ensure that the QA process is consistently executed against global standards.
Proactively identify areas where the process can be improved and ideas with the Global QA PgM.
Work with L&D to determine what operational trainings QA analysts should attend to stay up-to-date on key expectations and changes that impact the customer interaction (e.g. Seasonal Moments training).
Use data from the QA process to identify areas where sales representatives need additional training or coaching, and work with the Sales Enablement team, Sales Managers, and Global QA PgM to provide the necessary support.
Work with the Sales Enablement team, Sales Managers, and Regional QA PgM to implement regional functional strategic initiatives that align with the company's objectives.
Onboard new QA Analysts and Sales Managers and provide coaching and feedback to help them improve their performance.
Qualifications
Minimum of 3 years of experience in quality assurance, with at least 1 year in a leadership or people management role.
Digital marketing experience is a plus.
Strong leadership skills to lead a team effectively and hold team members accountable for their performance.
Strong attention to detail to identify patterns and trends in data, and provide insights that can help the Sales team deliver better customer experiences.
Excellent communication skills to clearly articulate insights and recommendations, and actively listen to feedback.
Familiarity with Salesforce (desired), experience with data analysis and reporting.
English Fluency.
Note: This is a 6 months contract role with a possibility of an extension.
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