The Quality Lead, Consumer Support is responsible for analyzing Quality Assurance (QA) results, customer survey responses, and customer feedback to ensure that products and services meet the highest standards of quality. The role involves conducting "close the loop" interactions with customers to resolve issues and improve service quality. This role will also be responsible for performing quality audits and conduct ongoing evaluations and reviews based on set department QA guidelines. This position plays a critical role in maintaining and improving quality control and customer satisfaction. The Quality Lead will be responsible for reporting weekly and monthly metrics out to the Leadership team. All New Hire training will be held on-site at our Orlando Campus. Additional training sessions will be conducted in a hybrid model of on-site and virtual led sessions.

Job Duties

• Analyze QA results, survey responses, and customer feedback to assess the quality of products and services.
• Perform "close the loop" interactions with customers to resolve any issues, gather additional feedback, and ensure customer satisfaction.
• Provide backup support to the Quality Trainer by assisting with training sessions and ensuring that employees meet quality standards.
• Act as a backup to Quality Assurance specialists, assisting with the evaluation of processes, services, and products to maintain high-quality standards.
• Generate reports and insights from QA data to identify trends and areas for improvement.
• Collaborate with cross-functional teams to implement corrective actions based on QA findings.
• Assist in the development and enhancement of quality control procedures and guidelines.
• Provide recommendations for improvements to enhance customer experience and operational efficiency.
• Support the team in maintaining quality metrics and targets.
• Collaborate with the leadership team on opportunities and suitable training and QA tactics.
• Evaluate and execute evaluations that align with QA Guidelines into Salesforce.
• Documenting quality assurance activities and creating audit reports.
• Report out weekly, and monthly QA metrics.
• Support the operation by providing level two support in team chat channels.
• Other training and quality assurance related duties as needed.