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About the Role
- Manage and implement the Quality Assurance program for the assigned e-commerce or social media account, ensuring compliance with client standards, internal policies, and service level agreements (SLAs).
- Supervise and support Quality Supervisors and Quality Analysts by providing regular coaching, feedback, and performance reviews to drive consistent quality results and team development.
- Lead regular calibration sessions with Operations, Training, and Client stakeholders to ensure alignment on evaluation standards, scoring guidelines, and quality expectations.
- Track, analyze, and report quality performance metrics such as audit scores, accuracy rates, compliance, and customer experience indicators, and present actionable insights to management.
- Identify quality gaps and trends through root cause analysis, and collaborate with cross-functional teams to implement process improvements, corrective actions, and best practices.
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