Assistant Team Lead - Quality Analyst

Team Leadership & Operations
• Maintain discipline in login/logout, breaks, and schedules.
• Set clear daily/weekly/monthly targets for QA monitoring and reporting.
• Handle escalations by ensuring accurate and compliant resolutions.
• Coach and mentor QA analysts, conducting regular performance reviews.
• Manage attrition and shrinkage through retention strategies and staffing support.

Quality Assurance & Monitoring
• Monitor customer calls and interactions using evaluation forms.
• Audit team calls regularly to identify improvement areas and ensure compliance.
• Provide actionable insights to improve agent performance and customer
experience.
• Facilitate call calibration sessions to align evaluation standards.
• Lead process improvement projects to streamline QA workflows and reduce
disputes.
• Create and revise QA procedures, checklists, and job aids for consistency.
• Ensure audit ratings and quality benchmarks improve month-on-month.
Performance & Reporting
• Track conversion percentages and collection efficiency through QA insights.
• Analyze QA data to identify trends, risks, and opportunities for optimization.
• Prepare reports and present updates on audit ratings, compliance, and team
performance.
• Collaborate with collections and operations teams to ensure seamless customer
experiences