Quality Analyst Team Leader
Lead by example as you guide your team to success.
At the AA, we’ve set industry standards with high quality policies and a promise to be by our members’ sides whenever they need us. We don’t just believe in fulfilling our obligations to our customers – we believe in wowing them with excellence. These are values that we’re committed to upholding, and as such we place great emphasis on our quality analysis capabilities.
The role of Quality Analyst Team Leader is to lead a team of Quality Analysts. whilst developing a working environment for your team to develop and thrive.
You’ll ensure that any changes, updates to quality process or standards are communicated effectively and in a timely manner. You will also proactively promote the identification of and raising attention to any trends in quality performance, providing the company with the data and information to make decisions that continue to positively shape quality standards and agent capability.
What will I be doing
- Managing a team of up to 15 Quality Analysts, to achieve and exceed quality targets/standards, with overall responsible for the development and coaching of Quality Analysts and accountable for creating and maintaining a high performing team.
- Reviewing a range of statistical and/or performance data (i.e. Quality Checker report), giving feedback and