Quality Lead - Customer Relations

Overseeing daily operations of the Quality Assurance team, ensuring accuracy and consistency in their audits/tasks to achieve the optimal consistency and success rate

• Developing, implementing and monitoring quality standards across all customer interactions using standard operating procedures and quality control initiatives

• Analyzing customer interactions and feedback to identify trends, issues, and opportunities for improvement

• Collaborating with various teams such as Operations, Tech, and Product in identifying, communicating, and meeting customer needs through continuous process improvements

• Preparing regular audit reports highlighting performance metrics, insights into performance drivers, and recommendations for improvement