What are the responsibilities and job description for the Team Lead, Quality position at Angi?
ABOUT THE TEAM
As a core component of Angi’s marketing channel portfolio, the Consumer Outbound team powers our personalized approach to helping homeowners get their jobs done well. Through a global network of voice and non-voice contact centers, we provide concierge services to homeowners as they tackle top-of-mind projects and think proactively about how to care for their home. Within Consumer Outbound, our Quality team keeps the pulse on consumer experience, synthesizing insights about our products and services to inform broader business strategy and improving performance through close collaboration with Training and Partner Operations.
What you’ll do:
As a Quality Assurance Team Lead, you will drive accuracy and sales performance for Consumer Outbound by reviewing and analyzing customer interactions across voice and supervising a team of Quality Auditors.
- Evaluate external vendor grader performance and coach opportunity areas to deliver consistent Quality Assurance grading across external vendor and in-house graders
- Partner with internal stakeholders to aggregate, prioritize, and communicate the top Quality Assurance misses impacting the organization to inform training priorities
- Deep dive into our interaction flows to identify opportunities, themes, and knowledge gaps to upskill team performance
- Work on strategic projects to help launch and integrate quality for new products, policies, and external partner sites
- Develop a systems understanding of telephony and Quality Assurance software to provide holistic process coaching to agents and external vendor graders
Who you are:
- 5 years of QA experience in a contact center environment
- Supervisory experience a plus
- Passionate about delivering a phenomenal customer experience
- Strong pattern recognition for themes and trends that emerge through listening/reading interactions
- Adept at delivering constructive feedback to improve performance
- Extremely thorough and detail oriented
- Self-driven and able to work autonomously
- High degree of comfort working with Google Suite, including Sheets and Forms
We value diversity
We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.
Compensation & Benefits:
- The salary band for this position ranges from $40,000 - $52,500, commensurate with experience and performance. Compensation may vary based on factors such as cost of living.
- This position will be eligible for a competitive year end performance bonus & equity package
- Full medical, dental, vision package to fit your needs
- Flexible vacation policy; work hard and take time when you need it
- Pet discount plans & retirement plan with company match (401K)
- The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world
#LI-Remote
#BI-Remote
Salary : $40,000 - $52,500
