Confidential Careers Hiring! Full Time Quality Control Team Lead in Federal Territory - Ricebowl

We are seeking an experienced Quality Assurance leader to drive service quality, operational excellence, and continuous improvement across our global Customer Service operations.

This role goes beyond traditional quality monitoring. You will lead a team of Quality Analysts while leveraging customer insights, AI-powered quality programs, and Voice of Customer (VOC) data to identify improvement opportunities across Customer Service, Product, Operations, and Technology teams.

You will play a key role in transforming Quality Assurance from a score-focused function into a strategic business partner that drives customer experience improvements and operational efficiency.

Key Responsibilitie

Team Leadership & Quality Managemen

• tLead and develop a team of approximately 14 Quality Analysts across multiple regions
• .Manage daily QA operations, workload planning, calibration sessions, and performance management
• .Establish and maintain quality standards, scorecards, and evaluation frameworks across customer support channels
• .Ensure consistency and fairness in quality assessments through regular calibration exercises

AI Quality Assurance & Quality Intelligenc

• eDrive the implementation and optimization of AI-powered Quality Assurance programs
• .Partner with AI, Data, and Customer Service teams to validate AI QA accuracy, precision, and recall
• .Identify opportunities to automate quality monitoring and reporting processes
• .Develop quality analytics frameworks that provide actionable business insights beyond score-focused reporting

Operational Excellence & Continuous Improvemen

• tAnalyze QA findings, customer complaints, VOC trends, and operational data to identify root causes and improvement opportunities
• .Lead continuous improvement initiatives to enhance customer experience, operational efficiency, and service quality
• .Collaborate with Customer Service, Operations, Product, Compliance, and Technology teams to implement corrective and preventive actions
• .Establish governance processes to track improvement initiatives and measure business impact

Voice of Customer (VOC) & Cross-Functional Collaboratio

• nConsolidate quality findings and VOC insights into meaningful recommendations for stakeholders
• .Drive improvement initiatives with Product, Engineering, Operations, Training, and Customer Service teams
• .Monitor action plans and ensure accountability across departments
• .Facilitate discussions and alignment across English and Mandarin-speaking stakeholders, translating quality insights into actionable improvements

Reporting & Strategic Insight

• sBuild executive-level quality reports and dashboards
• .Present quality trends, customer pain points, operational risks, and improvement recommendations to senior management
• .Support strategic initiatives related to customer experience, automation, AI adoption, and service transformation

Requirements & Qualificatio

• 5+ years of experience in Customer Service Quality Assurance, Quality Management, Customer Experience, or Operational Excellence, including at least 2 years of people leadership experienc
• Proven experience managing quality programs in high-volume customer support environments across multiple channels (chat, email, voice, and digital
• Strong knowledge of QA methodologies, calibration processes, quality governance, root cause analysis, and continuous improvement practice
• Experience with data analytics, reporting tools (e.g., Power BI, Tableau), and the ability to translate quality insights into actionable business recommendation
• Familiarity with AI-powered QA solutions, conversational analytics, NLP-based quality monitoring, and strong stakeholder management skills to drive cross-functional initiatives.