Team Lead, Business Operations QA and Governance
Core
Lead quality assurance, training, governance, and complaint management for a global insurance contact center to ensure operational excellence and regulatory compliance.
Role type
Senior IC Quality Assurance & Training Manager
Builds
Standardized customer service operations, training programs, and compliance frameworks for an insurance contact center
Domain
Insurance / Customer Operations
Required skills
Quality assurance monitoring, training delivery, complaint management, governance reporting, coaching, call calibration, stakeholder collaboration, data-driven insight generation, SOP development, project management support
Preferred skills
Salesforce (CRM), Genesys system, English (fluent)
Technologies
Salesforce, Genesys, MS Office (Word, Excel)
Responsibilities
Assess voice and non-voice transactions, conduct transaction monitoring against quality criteria, perform coaching and close loop management, drive enhancement of quality monitoring criteria and training programs, identify training needs, develop and maintain training materials and SOPs, prepare QA and complaints reports, handle customer feedback and complaints cases, ensure SLA compliance for complaints, support project management and transformation initiatives
Seniority
Senior, hands-on IC