Quality Program Lead, Customer Service - USDS

Team Intro:

USDS Global E-commerce function is looking for a Quality Program Lead to be responsible for building and delivering an effective Quality Assurance program within the Service Delivery team. Our mission is to provide world-class service and experience for customers, merchants, and creators. The role is responsible for setting up the quality standard across our service delivery framework, driving consistency and improving satisfaction. We are open to hiring for this position in Los Angeles, CA.



In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.



Responsibilities:

- Develop service quality strategies for contact centers, ensuring cross-functional alignment of service delivery goals and execution, and helping teams drive strategic partnerships and new initiatives forward.

- Analyze and develop insights on business performance, core performance metrics, and support in preparation of weekly/monthly business reviews.

- Build and lead a regional quality assurance program across several lines of business.

- Train new hires and manage the team on a day-to-day basis including coaching and performance management.

- Drive root cause analysis, and implement business insight programs and initiatives to drive improvement of people, process, policy and product issues impacting customer service metrics such as first contact resolution, CSAT, productivity, and resolution time.

- Implement clear overall quality strategies with scalable processes, tools and systems.

- Support analysis of agents' performance monitoring in each region's market. Analysis of global QA best practices, implement key programs and initiatives to drive improvement of QA scores and other key metrics such as CSAT.

- Analyze reporting and reviewing of bad cases, arbitration and top quality drivers impacting key metrics to come up with solutions for improvement.

- Collaborate with contact center operations and cross-functional teams to define action plans that resolve issues and drive continuous improvement.

- Support for QA tool readiness and train-the-trainer (TTT) sessions.

- Calibrate and set benchmark scores with regional QAs and global trainers to maintain consistency in quality evaluations based on updated SOP, tools and quality metrics.