About this role
In a world where customers consistently interact with your brand across multiple channels-including digital and social-we at Startek value our ability to effectively garner those interactions and CX insights, analysing, unlocking, and providing intelligence that drives digital transformation and further revenues for you, our client. Put simply: we break down the complexity of your customer lifecycle and help your customers build and sustain emotional connections with your brand. Our tech-enabled and Human assisted digital solutions build both on your CX requirements and our business transformation expertise and willingness to consistently pivot, innovate, and take advantage of new digital technologies. It’s a robust approach. We’ve partnered with global brands for over 3 decades now -working with them across their consumer value chain and providing new age customer experience solutions and insights that are helping them define and reach their target audiences with greater efficiency and better value for every dollar spent. Our partnerships have always been about more than building emotional connections with customers; they are about using artificial intelligence, omnichannel orchestration and providing CX insights & technologies, that has the power for digital transformation We do this across 46 locations in 13 countries, with over 40,000 employees managing almost half a billion customer interactions every year for over 150 clients in different industries.
*** DISCLAIMER*** With the increase of remote positions since COVID, many companies have seen an increase in false representation recruiters and offering fraudulent positions/pay rates that do not exist. These messages are from anonymous sources and crafted to appear as they are being sent from Startek recruiters. All communication from Startek will have an email address from “startek.com”. Additionally, a scam message can request funds or other personal information prior to the offer letter being released. This is not a standard operating procedure for Startek to be employed with the organization. Startek is not responsible for any fraudulent representing the company.
Key Responsibilities:
• Develop and implement QA frameworks tailored to project operational requirements • Collaborate with stakeholders to define KPIs and quality benchmarks • Ensure consistent calibration across QA teams and operations • Supervise and mentor QA Analysts and Specialists • Conduct regular performance reviews and provide coaching for skill enhancement • Foster a culture of continuous improvement and accountability • Identify gaps in service delivery and recommend corrective actions • Lead root cause analysis and implement preventive measures • Drive automation and digitization of QA reporting and analytics • Liaise with project’s quality and operations teams to align on expectations • Present insights, trends, and recommendations to senior management • Support client audits and compliance reviews • Generate and analyze QA reports to track performance trends • Provide actionable insights to improve customer satisfaction and operational efficiency • Monitor adherence to SLAs and compliance standards
Key Requirements:
• Minimum 3–5 years of experience in Quality Assurance, preferably in BPO or customer service environments • Experience managing QA teams and working with high-volume accounts • Strong knowledge of QA methodologies, tools, and metrics • Excellent communication and stakeholder management skills • Proficiency in data analysis tools