Customer Experience QA Lead
arcavindi
Customer Experience QA Lead
Arcavindi seeks a QA Lead to own quality across customer interactions in a multilingual, multi-market CX operation. This new role involves designing and implementing a QA framework, calibrating standards across language teams, and driving continuous improvement through data-driven insights. Requires proven experience in contact centre QA, strong analytical skills, and fluency in English plus one additional CX language.
Customer Experience QA Lead
Arcavindi seeks a QA Lead to own quality across customer interactions in a multilingual, multi-market CX operation. This new role involves designing and implementing a QA framework, calibrating standards across language teams, and driving continuous improvement through data-driven insights. Requires proven experience in contact centre QA, strong analytical skills, and fluency in English plus one additional CX language.
Salary
Core Qualifications
Technical (Must-have)
Soft Skills
Preferred Qualifications
Technical (Nice-to-have)
Key Responsibilities
- Own the QA framework end-to-end, including scoring criteria, evaluation forms, and quality standards across all markets and languages.
- Conduct a minimum of 3 QA evaluations per agent per week across all language teams.
- Run monthly calibration sessions with Team Leaders, measuring and closing scoring variance across teams.
- Produce weekly QA reports covering scores by team, by market, and by issue type.
- Provide structured written feedback to Team Leaders within the same working week as each evaluation batch.
- Flag agents requiring formal performance management based on quality data.
- Work with the training team to ensure QA findings directly shape training and onboarding content.
- Identify and develop QA Evaluators from within each language team to build distributed quality coverage.
- Proactively flag quality patterns and root causes to the Head of CX.