CS Quality Assurance Team Lead

Permanent Employee, Full-time, Remote, PST Shift

Job Summary:

We are seeking an analytical and detail-oriented Quality Assurance & Reporting Team Lead to lead Customer Experience QA initiatives and reporting operations. This role combines QA team leadership with hands-on data analytics, dashboard development, and performance reporting to improve service quality and operational performance.

The ideal candidate brings strong contact center QA experience, proven leadership capabilities, and advanced proficiency with Looker, Google Cloud Platform (GCP), SQL, Excel, and Google Sheets.

Responsibilities:

  • Lead, coach, and mentor a team of QA Specialists, providing regular feedback and performance guidance

  • Establish, refine, and manage QA audit workflows, evaluation scorecards, and monitoring standards across calls, email, chat, SMS, and social channels

  • Facilitate calibration sessions with QA analysts, Team Leads, and CX managers to maintain consistent and accurate evaluations

  • Ensure customer interactions comply with company policies, regulatory requirements, and brand standards

  • Design, build, and maintain automated Looker dashboards tracking QA and operational metrics such as QA scores, CSAT, FCR, AHT, and error rates

  • Use Google Cloud Platform (GCP) tools, including BigQuery, to query, extract, clean, and transform customer interaction and CRM data

  • Perform complex data analysis and reporting using Excel and Google Sheets, including advanced formulas, Pivot Tables, dynamic arrays, Apps Script, and automation

  • Develop automated reporting cadences and distribute weekly, monthly, and quarterly quality and performance reports to leadership and operational stakeholders

  • Conduct root-cause analysis on quality defects, low CSAT trends, and operational bottlenecks

  • Translate data and QA findings into clear, actionable recommendations for leadership

  • Partner with Learning & Development and CX leadership to incorporate QA findings into training, coaching, and process improvements

  • Identify process gaps, benchmark performance, and recommend improvements to increase efficiency and customer satisfaction

Requirements:

  • 5+ years of experience in Quality Assurance within a Customer Service, Contact Center, or BPO environment

  • 3+ years of supervisory or Team Lead experience managing QA analysts or data reporting teams

  • Proven expertise building, managing, and customizing Looker dashboards and reports

  • Strong hands-on experience with Google Cloud Platform (GCP), including BigQuery and/or Cloud Storage

  • Strong SQL skills with experience querying and transforming large datasets

  • Advanced proficiency in Microsoft Excel and Google Sheets, including XLOOKUP/VLOOKUP, INDEX/MATCH, Pivot Tables, complex formulas, and reporting automation

  • Experience extracting and analyzing data from CRM and call center platforms

  • Experience with Kustomer and Aircall is preferred

  • Strong understanding of QA methodologies, scorecards, calibration, and contact center performance metrics

  • Strong analytical, quantitative, and root-cause analysis skills

  • Excellent written and verbal communication skills, including the ability to present complex findings clearly to leadership

  • C1-level English proficiency

  • Spanish proficiency is a plus

  • Highly organized, detail-oriented, and comfortable managing competing priorities

  • Bachelor’s degree in Data Analytics, Computer Science, Business Intelligence, Operations Management, or a related field is preferred

  • GCP or Looker certifications are a plus

  • Experience with Python (Pandas) or R for advanced data manipulation is a plus

Apply now