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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 Operations, Training, and HR to support agent performance improvement.
- Conduct calibration sessions with QA Analysts, Trainers,



and Operations Leaders to maintain scoring consistency.
- Prepare and deliver reports on QA metrics and results to leadership and stakeholders.
- Participate in client meetings and presentations regarding quality performance and improvement initiatives.
- Ensure compliance with all regulatory and company standards.
- Foster a culture of accountability, continuous learning, and high performance within the QA team.

Who are you?

Required Experience & Skills

- Minimum 3+ years of QA experience in a call center environment, with at least 1 year in a leadership or supervisory role.
- Strong knowledge of call center quality monitoring processes, KPIs, and reporting tools.
- Excellent communication skills (verbal and written) in Spanish/English proficiency B2.
- Ability to analyze data, identify trends, and create actionable insights.
- Strong leadership skills with the ability to coach, motivate, and inspire team.

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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1azmuf

📌 Quality Assurance (Barranquilla)
🏢 unifyCX
📍 Barranquilla