Customer Support Quality Lead

2-3 years of experience in QA management within a customer success or support environment.
Proven ability to develop, refine, and execute QA programs at scale.
Strong analytical mindset with the ability to interpret data and drive actionable improvements.
Excellent organizational and project management skills to handle multiple initiatives effectively.
Experience collaborating across teams to enhance QA processes, training, and operational efficiency.
Solid understanding of regulatory compliance, industry best practices, and quality standards.
Exceptional communication skills—both written and verbal—with the ability to influence and align stakeholders.

Oversee and refine Flex’s QA program for internal Customer Support and BPO teams, ensuring consistent quality across all customer interactions and communication channels.
Align internal and external QA processes to create a scalable, standardized framework.
Adapt the QA program to support new communication channels (e.g. chat and phone).
Track and analyze BPO performance metrics and utilize QA insights to identify CS agent workflow and performance gaps for remedy.
Ensure BPO partners understand and meet Flex’s quality benchmarks through close collaboration with their QA teams.
Identify trends, performance gaps, and areas for improvement by leveraging QA data, customer feedback, and survey insights.
Generate regular reports summarizing findings and recommendations for leadership.
Work cross-functionally with Training, CS Systems Administrators, and Vendor Management to implement process improvements.
Implement AI-driven automation to increase audit frequency by up to 10x and enhance QA accuracy with conversation analytics.
Scope, select, and deploy a new Quality Management System (QMS) to support both internal and BPO operations.
Ensure QA practices comply with regulatory requirements by collaborating with Compliance & Risk teams.
Champion efficiency initiatives that improve customer experience and drive continuous improvement.