Our client in Riga is now looking for their next QA Team Lead to their fast-growing team!
Eligibility
Minimum 2-3 yrs exp in managing Quality
Worked for 18 months in the current role
Scope of position
Quality Team Lead acts as the contact point for all team members hence excellent communication skills is required. You need to act proactively to ensure smooth team operations and effective collaboration. You will be responsible for supervising, managing and motivating quality team members on a daily basis by optimizing group dynamics and team composition. Ultimately, you should lead by setting a good example and engage the team to achieve the necessary KPIs & SLA’s.
Key responsibilities
Manage Peak volumes for Reachability & Backlog by working on Calls & Tickets.
Understand and keep track of key team KPIs. Manage dips in performance with adequate reinforcement plans proactively.
Monitors, coordinates, and supervises the daily activities of the staff in the operations team.
Manage staffing, Attrition and Hiring within the team.
Manage team availability, attendance, and team’s administrative tasks.
People management and associated responsibilities like performance and development management
Manage relationships of the key interfaces of the team and client
Assisting team members in providing first-line support when workloads are high, or where additional experience is required.
Able to plan long term improvements, looking at least 6 months to 1 year ahead
Understanding of processes run by team and ability to bring in improvements and efficiencies within the team
Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
Delegate specific customer service responsibilities to team members to create specialization and improve Customer service
Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
Able to conceive and implement productivity improvements within operations
Manage complaints & escalations
Able to mentor team on both process and people functionality
Maintain operations related reports in SharePoint
Discover training needs and coordinate with QA and Training Team to provide the necessary coaching
Any additional ad-hoc tasks that may contribute to a better service to the client or improvement to the KPI
Skills/qualifications required
Must have Positive Service delivery and Good Customer handling skills
Excellent people management skills, should have prior experience.
Excellent communication skills, should have managed services across geographies (managed international customers)
Ability to drive initiatives in the team with creativity and a long-term vision
COPC understanding, experience of dealing with process improvements
Any quality related certification (optional)
Language skills – Native & minimum C1 Level
C1 level language skills (Swedish/Dutch/Polish/Danish/German) in combination with excellent English language(any Language)
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