Conversion QA Team Lead

About Us

At Expertise.com, we make it easy to find the best local experts, every time. Finding the right highly-skilled professional takes significant time and effort, including in-depth research, detailed comparisons, and deciphering which online reviews are reliable and authentic. Expertise.com features only objectively quantified and qualified professionals hand-picked by our selection process. We do the research to understand what’s important when searching for experienced professionals — whether dentists, attorneys, or roofers — so our readers trust that when we say a company is one of the best, it is.

Job Summary

The Conversion QA Team Lead will oversee our team of outbound conversion quality assurance agents. We are looking for an orderly and industrious leader with experience in managing an outbound team that determine if leads converted into customers. You should be a highly motivated, self-driven individual who can coach and drive a winning culture. This is a night shift role requiring root cause analysis skills, excellent levels of reporting and elite communication skills.

This is a remote work position.

Night shift Philippines time from 10pm to 7am, Mon - Fri

Duties and Responsibilities

• Responsible for overseeing the work of the Outbound Call QA Conversion team to ensure SLA’s and KPI’s are met and exceeded
• Evaluate agents and team leader performance and issue performance improvement plans
• Conduct regular documented coaching sessions
• Lead weekly QA calibration sessions with the onshore client
• Perform ad hoc tasks as required

Work Experience

Proven track record as a team leader or above in a relevant job description. Experience running virtual teams is a bonus.

Competency Requirement

• Analytical, Problem-solving and simplification of workflow
• Customer service and outbound dialing experience.
• Excellent interpersonal, organizational and time management skills
• Ability to manage varying skills of employees
• Strong organizational, multi-tasking and delegation skills
• Ability to deal with conflict and disciplinary issues in a positive and timely fashion
• Willingness to sometimes commit duties outside of what is normally required in order to achieve desired results, especially those with a clear deadline of tasks that will affect the productivity of other teams if not done properly
• Excellent communication skills both verbal and written
• Commitment to get the job done
• Excellent leadership skills

WHO WE ARE

At Expertise, we strive to support the best providers in their efforts to serve their local communities. We stand behind every recommendation and we celebrate every happy customer. With over 400,000 providers across more than 200 different industries, we dive deep into figuring out what makes each provider the best in their area of expertise and how to help the reader find the right professional for them. We’re a small and mighty team based in Los Angeles (Encino), CA, and are venture-backed. Since 2016 we have built a website that services over 9 million annual visitors and connects them with thousands of local professionals.