Team Leader, Quality Assurance

Position Overview:

The Quality Assurance Team Leader is accountable for ongoing support and development of the Sr. QA and QA Specialist roles. Additionally, the QA Team Leader is responsible to provide day-to-day direction as it relates to individual and group performance, work assignments and completion to drive business results and deliver on the goals and mission of the Quality Assurance Department.  The Quality Assurance Supervisor also functions as the liaison between Service Delivery (primarily partners with TL’s) and the Quality Team in maintaining consistency of service regarding programs and coaching efforts. The Quality Assurance Supervisor will work in conjunction with the Manager, Quality Assurance for the overall implementation and achievement of quality initiatives for all servicing units and managing the efforts of the Quality Assurance Specialists.

 

Responsibilities:Accountable for ensuring the Sr. QA Specialists and QA Specialists meet and maintain departmental objectives in the delivery of QA goals.Administration of site specific Quality Assurance staff including scheduling, Sr. QA and QA work assignments, coaching and development of core competencies of all QA staff, auditing and analysis of monitoring and coaching activities performed by QA staff, overseeing the QA & Sr. QA relationship. Application of all aspects of the performance management process and escalation of issues to QA Manager as needed. Conduct bi-weekly 1:1 sessions with Quality Specialists and weekly 1:1 Sessions with Sr. QA Specialists.Work with other QA Supervisors to ensure that Circles maintains a calibration deviance of no more than 1-3% across all QA client groups both internally and externally.Strong ability to read and use data from reporting to drive change, clarity and improvement at the QA Specialist level and leverage relationships with Service Delivery to provide insights and information designed to assist them with improving results at the SP level.Resolution of all scoring inquiries and requests for review.Maintain and role model appropriate level of professionalism and involvement in all client-facing activities including organization/facilitation of calibration & training sessions with QA Team, effectively negotiate through conflict to resolution and advocate for best case solutions of client and Circles needs.Updating and distribution of guiding principles/definition page documents to quality group, supervisory team, and call center floor in conjunction with Manager and Client approval.Submission of quality updates to appropriate weekly communication.Facilitation of quality presentation for new hire training classes Working with the Manager, Quality Assurance to develop department objectives and implement/reinforce operational practices to achieve objectivesSystem development of policies and procedures



Leadership Competencies:Modeling Circles’ ValuesUnwavering Focus on the CustomerSuperior CommunicationEffective Strategic Thinking and PlanningInnovation and CreativityEffective Problem Solving and Decision MakingTreating Others with RespectDeveloping and Maintaining Successful RelationshipsBuilding Great TeamsGenerating Influence and CredibilityManaging Self-DevelopmentAchieving Excellent Results



Other Job Specific Competencies:Strong time management and organizational skillsStrong analytical, problem solving, and troubleshooting skills



Education/Certification Required: Bachelors Degree or Equivalent


Years of Experience Required: 2 - 5 years QA experience, 2-4 years of management experience preferred

 

Other Requirements: Minimal travel may be required


Who We Are:
While few consumers know our name, many industries recognize our value.  That’s because we’re a remarkable source of services that connect our members to the world.  Circles is a loyalty and experiential marketing company that is unique in the marketplace. We wow our clients by being smart strategic partners. And we thrill our customers by fulfilling wishes and delivering the impossible through our virtual concierge service; this service includes high-end dining reservations, tickets and travel plans. We accomplish this through our vast network of connections and world-class technology in our call centers.

Circles is a rapidly growing company where change is both expected and welcome. Our employees thrive in our fast-paced environment and meet challenges with vigor and a positive attitude. We offer our employees an extensive benefits package including health, dental and vision insurance, 401k, and a sabbatical leave program.  Other unique perks include our employee anniversary and on-site massage programs.  Circles, a wholly owned subsidiary of Sodexo, is located on A Street in South Boston - an 8-minute walk from South Station.

 

***All interested candidates should apply online at www.circles.com