Quick Overview
Job Description
As a Sr. Team Leader Quality - Tech Support, you will be responsible for leading the Quality Assurance function within Technical Support operations, ensuring high standards of service quality, customer satisfaction, and operational excellence. You will work closely with Technical Support Engineers, Quality Analysts, Subject Matter Experts (SMEs), and Operations leaders to conduct quality audits, provide actionable coaching and feedback, identify improvement opportunities, and drive adherence to support processes, quality standards, and service level expectations.
In this role, you will lead quality initiatives, mentor and develop the QA team, conduct calibration sessions, and ensure alignment with evolving processes, tools, technologies, and quality benchmarks.