Quality Assurance Team Leader
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Job Description
Quality Assurance Team Leader supervising analysts, audits, and transaction monitoring for SupportNinja’s outsourced services. Driving process improvement and resolving client quality issues remotely from the Philippines.
Responsibilities:
- Supervise a team of Quality Analysts
- Oversee transaction monitoring of new trainees and production employees
- Perform regular audits of assigned Quality Analysts for method consistency, evaluation quality, and scoring accuracy
- Provide documented feedback on strengths and development opportunities
- Review transaction and data trends in functional databases
- Analyze monitoring and feedback methods and develop action plans to resolve issues
- Delegate work, organize schedules, and provide developmental feedback
- Coach, mentor, and conduct formal performance appraisals
- Support career development goals and ensure effective training
- Monitor staffing levels and turnover and recommend retention strategies
- Partner with Talent Acquisition on hiring strategies
- Conduct research, data analysis, and performance trending reviews to identify risks and improve Quality Analyst performance
- Review quality reports and recommend improvements to client policies and procedures
- Set SMART goals for department processes and revise procedures accordingly
- Create customized monitoring forms for client business needs
- Lead responses to priority or complex client requests within deadlines
- Liaise with clients to review and resolve rebuttals, claims appeals, end-of-shift reports, and other QA-Operations reports
- Lead team meetings and operational-level client calls
- Guide employees across departments on process updates and execution
- Maintain professional relationships with team members and stakeholders and escalate workflow or communication issues as needed
Requirements:
- A Bachelor's degree in Business or a related field, or an equivalent trade qualification, where equivalent work experience may substitute for the educational requirement
- A minimum of one to two (1-2) years of experience on a Quality Assurance team within an outsourced services environment
- Excellent organizational, planning, time management, and analytical skills
- Strong team-building, interpersonal, and communication abilities
- Ability to lead and supervise effectively in a fast-paced, rapidly changing environment while managing multiple priorities
- Strong commercial understanding, with prior accountability for profit or performance targets
- High level of integrity, honesty, and sound judgment
- Prior experience as a Team Leader, Quality within an outsourced services environment is nice-to-have
- Experience with data analytics, dashboard creation, and maintenance
- Knowledge of the COPC framework
- Knowledge of or experience with Lean Six Sigma, machine learning, or business intelligence platforms is preferred but not required
Benefits:
- Competitive Compensation
- Company-Provided Equipment
- Retirement Savings Program
- Life Insurance Coverage
- HMO activated starting on your very first day
- Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second (2) dependent added after one year of service
- Paid Time Off & Birthday Leave
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