QA Team Lead

About Us:

The Credit Pros are a national credit repair company with a BBB accredited A rating. We are passionate about helping clients remove negative inaccurate, outdated, and erroneous items from their credit. The Credit Pros educates clients on how the credit system works and what proactive measures are needed to improve their credit. The Credit Pros is an Inc. 5000 growing company, we are driven to build an awesome company that improves the lives of our clients and our employees. We have been honored by Inc. Magazine as one of the 50 best places to work; are also a SmartCEO Magazine Corporate Culture Award winner.

We are looking for a full-time remote Quality Assurance Team Lead who will be responsible for executing the quality assurance strategy in all TCP customer care teams.

The position holder is responsible for leveraging data analysis, improvement gaps, and customers satisfaction drivers to execute efficient and effective quality standards consistent for our customers and agents. The aim is to ensure that all customer care teams worldwide consistently deliver the best service and experience for our customers.

The Quality Assurance Team Lead will have a team and will be responsible for oversight of team activities, the definition of priorities, management of the individuals, and personal development of the individuals in the team.

Responsibilities and Duties

•Execute quality framework for TCP in line with the business objectives
•Lead/support projects to evolve the quality framework and be calibration lead across all partners and LOBs
•Identify process, knowledge, and skills gaps and work cross-functionally to launch quality improvement initiatives to address these gaps
•Collaborate with operations to ensure consistency in quality of standards
•Provide feedback to the leadership team, teaUpgrade to see actual infombers and training and development on areas of improvement and focus areas
•Coach, mentor, and support quality teaUpgrade to see actual infombers to strengthen skills and embed performance
•Monitor accuracy of audits and reports and EOD reports in Basecamp
•Be an impactful change champion, managing change while sustaining team morale and productivity and adherence to company values
•Responsible for holding the entire team and one's self-accountable to the internal Disciplinary Policy
•Responsible for timely performance reviews and check-ins of team
•Undertake duties of a general nature or additional tasks, that may be required from time to time by the business

Qualifications and Skills

•2+ years experience in Quality Assurance, preferably in a supervisory role
•Experience in creating, measuring, analyzing, and delivering quality and customer care metrics
•Able to identify improvement opportunities and easily translate them into decisions or actions
•Experience in managing projects across teams and managing stakeholders and ability to define priorities to create the right focus
•Demonstrated experience in leadership, delegation, team building, and the ability to motivate employees
•Excellent English communications skills in writing and speaking
•Knowledge of at least one of the tools used in operations (Zendesk, Salesforce, etc.) will be advantageous
•Proficient in using Excel, Office365, and data platforms such as PowerBi
•Ability to multitask and successfully operate in a fast-paced environment
•Must adapt well to change and successfully set and adjust priorities as needed

Technical requirements:

Dedicated workspace at home and equipment with the following specifications:
o USB-Type headset and functional webcam
o Windows 10 Home or Pro Activated PC
> PC Processor: Intel i5 / i7 / i9 (2.5GHz & up) *Must be 8th generation & up /or/ AMD Ryzen 5 / Ryzen 7 / Ryzen 9 (2.5GHz & up) *Must be 3600 or Higher
o PC Memory: 8GB & up • Hard Drive: 500GB & up
o Hard Wire/Ethernet Connection (Wireless internet connection is prohibited)
o Screen: Laptop - 15.6'' & up / Desktop - 20'' & up (The use of two screen is recommended but not required)
o Minimum Internet speed required: 15 Mbps upload/15 Mbps download (If internet speed is more than 15mbps - DL and UP speed must be at least symmetrical)

Benefits:
•Work from Home
•Great Work Environment
•Flexible Paid Time Off
•Birthday Time Off
•Company Holidays
•Professional and Management Training

Additional Details:
•Full-Time (Work from Home)
•Schedule: Mon-Fri (40 hours/week)
•Salary: TBD
•Looking to hire ASAP!
•Cloud based monitoring is required

If interested, please submit your resume at Upgrade to see actual info with a subject line QA Team Lead Application_(Your Full Name)_OJPH.

We look forward to working with you!