Operations Lead

Overview

Join Cartrack, a leading smart mobility SaaS company with over 2 million subscribers in 23 countries, as an Operations Lead specializing in Quality Assurance. Be part of a dynamic, collaborative environment where team members are encouraged to contribute innovative ideas that enhance business performance and operational efficiency.

Key Responsibilities

• Oversee day-to-day operational procedures and team engagements to guarantee accuracy, compliance, efficiency, and strict adherence to the organization's quality assurance standards and protocols.
• Collaborate closely with Operations, Team Leaders, and Training departments to enhance the customer experience and operational workflows.
• Deliver prompt feedback and coaching to agents and team leaders aimed at boosting performance standards.
• Compile and analyze daily, weekly, and monthly quality assurance reports and scorecards.
• Detect trends, performance gaps, and recurring issues, proposing actionable plans for improvement.
• Conduct call calibration sessions with stakeholders to maintain evaluation consistency and fairness.
• Support investigations into customer complaints and service concerns when necessary.
• Ensure all activities conform to internal policies, regulatory standards, and call center and collections guidelines.

Requirements

• Diploma or Degree in Business Administration, Communications, or a related discipline.
• At least 1 to 3 years of experience in Quality Assurance, Call Center operations, Customer Service, or Collections environments.
• Prior experience in call evaluation and generation of QA reports is considered a plus.
• Strong verbal and written communication and strong interpersonal skills.
• Good analytical skills with a problem-solving mindset.
• Proficient user of Microsoft Excel, Word, and various reporting tools.
• Ability to work effectively both independently and as part of a team within a fast-paced setting.
• Exceptional attention to detail with the capacity to maintain confidentiality.