Conversion QA Team Lead
Job details
About Us At Expertise.com, we make it easy to find the best local experts, every time. Finding the right highly-skilled professional takes significant time and effort, including in-depth research, detailed comparisons, and deciphering which online reviews are reliable and authentic. Expertise.com features only objectively quantified and qualified professionals hand-picked by our selection process. We do the research to understand what’s important when searching for experienced professionals — whether dentists, attorneys, or roofers — so our readers trust that when we say a company is one of the best, it is. Job Summary The Conversion QA Team Lead will oversee our team of outbound conversion quality assurance agents. We are looking for an orderly and industrious leader with experience in managing an outbound team that determine if leads converted into customers. You should be a highly motivated, self-driven individual who can coach and drive a winning culture. This is a night shift role requiring root cause analysis skills, excellent levels of reporting and elite communication skills. This is a remote work position. Night shift Philippines time from 10pm to 7am, Mon - Fri Duties and Responsibilities
- Responsible for overseeing the work of the Outbound Call QA Conversion teamto ensure SLA’s and KPI’s are met and exceeded
- Evaluate agents and team leader performance and issue performance improvement plans
- Conduct regular documented coaching sessions
- Lead weekly QA calibration sessions with the onshore client
- Perform ad hoc tasks as required
- Analytical, Problem-solving and simplification of workflow
- Customer service and outbound dialing experience.
- Excellent interpersonal, organizational and time management skills
- Ability to manage varying skills of employees
- Strong organizational, multi-tasking and delegation skills
- Ability to deal with conflict and disciplinary issues in a positive and timely fashion
- Willingness to sometimes commit duties outside of what is normally required in order to achieve desired results, especially those with a clear deadline of tasks that will affect the productivity of other teams if not done properly
- Excellent communication skills both verbal and written
- Commitment to get the job done
- Excellent leadership skills
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