The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
The Quality Analyst is responsible for ensuring compliance and production standards are consistently maintained. The QA will partner with the supervisor to evaluate team members based on QA trend reporting to provide effective coaching/feedback to agents where applicable. QA’s will be expected to measure daily team performance and quality standards based on established call center metrics and benchmarks.