Quality Assurance (Barranquilla)

UnifyCX is growing and looking for a Quality Assurance (QA) Team Lead to join our motivated and ambitious team in Barranquilla.

What Will You Do?

This role is responsible for ensuring that customer interactions meet company standards and client expectations by coaching, mentoring, and managing a team of QA Analysts. The QA Team Lead plays a critical role in driving continuous improvement in service delivery, ensuring compliance with processes, and enhancing the overall customer experience.

Key Responsibilities

• Supervise, coach, and develop a team of Quality Analysts to ensure consistent monitoring and evaluation of agent performance.
• Lead daily, weekly, and monthly QA activities, ensuring adherence to company policies, procedures, and client-specific requirements.
• Analyze QA data to identify performance trends, root causes, and opportunities for process improvement.
• Provide regular feedback and actionable insights to...