Quality and Evaluation Team Leader
Responsibilities
- Develop and implement service quality standards and evaluation policies.
- Oversee agent compliance with quality standards.
- Conduct root cause analysis on service gaps and prepare targeted training or knowledge refreshers.
- Oversee regular QA audits (calls, chats, tickets) and calibrate evaluation criteria to ensure consistency.
- Prepare the team for AI-based tools (e.g., auto-call audit systems).
- Collaborate with Monitoring, Training, and Operations teams to ensure evaluation insights drive real change.
- Promote a culture of continuous improvement and knowledge sharing.
- Generate reports and present findings to senior leadership.
Requirements
- 3+ years of experience in quality control or customer experience.
- Proven ability to build or optimize QA processes.
- Strong understanding of CX metrics: CSAT, FCR, NPS, CES.
- Basic knowledge of AI/ML or willingness to learn (AI tool experience is a plus).
- Team coaching and development capabilities.
- Proficiency in Excel, Google Sheets, and BI tools (Power BI, Looker, etc.).
Conditions
- One of the best business centers of Baku with spectacular sea view;
- Career growth and professional development in a dynamically developing company;
- Decent payment based on industry standards
- An exciting opportunity to shape the product, with leadership committed to open dialogue and a team of purpose-driven colleagues;
- Unlimited Learning options : Access an array of learning opportunities to support your professional growth;
- Medical Insurance: Full medical coverage from day one;
- Corporate Mobile Number: Stay connected with a company-provided mobile number;
- Exclusive Discounts: Access the DəyərliSən app for discounts across various services and products within the PASHA Group;
- Sports & Wellness Programs: Enjoy discounted access to Push30 fitness and sports activities.
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