We are looking for a Quality Team Leader to take ownership of a team of ~10 Quality Specialists at Tabby. This role goes far beyond people management: it requires sharp analytical skills to uncover the real root causes, not just the surface issues, and the ability to turn these insights into effective action plans. The Team Leader will oversee their team's monitoring, perform coaching observations, calibrations, and performance management, while ensuring quality standards translate into measurable business impact. This position demands agility, creativity, and resilience in a fast-paced, high-growth environment.
Key Responsibilities
Leadership & Team Development
- Lead, coach, and inspire a team of ~10 Quality Specialists, ensuring the team is aligned with the goals and objectives.
- Promote a culture of accountability, continuous learning, and ownership.
- Track performance and deliverables, supporting outliers to improve performance.
Root Cause Analysis & Continuous Improvement
- Analyze data beyond the “what” to uncover the “why” behind recurring issues.
- Design and monitor corrective action plans with measurable effectiveness.
- Identify gaps across agents, processes, and products, ensuring that solutions are practical and scalable.
Stakeholder Engagement & Influence
- Partner with Operations, Product, Content, Training, and CX stakeholders across all levels.
- Communicate findings and recommendations with clarity, supported by strong data storytelling.
- Ensure that quality initiatives directly impact customer experience and business results.
Performance Management & Insights
- Track and report the effectiveness of improvement programs and quality initiatives.
- Provide leadership with data-driven insights to inform strategy and operational decisions.
- Align team goals with broader organizational objectives and customer expectations.
Skills, Knowledge & Expertise
- Proven experience in Quality Assurance, Coaching, and Performance Management.
- Strong expertise in quality monitoring frameworks.
- Analytical mindset with demonstrated ability to conduct deep root cause analysis.
- Track record of designing and implementing action plans that deliver results.
- Experience in fast-paced, high-growth environments.
- Excellent stakeholder management and communication skills.
- Six Sigma Green Belt certification preferred (not mandatory).
- Familiarity with COPC practices is a plus.
- Proficiency in QA tools, CRM systems, and reporting dashboards.