Customer Support Quality LeadVirtualVocations • Springfield, Massachusetts, United States

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Customer Support Quality Lead

VirtualVocations • Springfield, Massachusetts, United States

[job_card.variable_days_ago]

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[job_card.full_time]

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A company is looking for a Customer Support Quality Lead to enhance customer support interactions.

Key Responsibilities

Establish and improve a QA program for evaluating agent performance across support channels

Analyze quality data to identify trends and opportunities for improvement

Collaborate with cross-functional teams to integrate quality feedback into product and process updates

Required Qualifications

3+ years of experience in Quality, Voice of Customer, or Learning & Development in a support or operations environment

Experience analyzing performance metrics and translating insights into actionable plans

Knowledge of quality assurance methodologies in customer support

Familiarity with support platforms like Salesforce Service Cloud or Zendesk

Experience with e-learning platforms or QA software tools is a plus

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