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Quality Assurance & Reporting Team Lead

Job Summary:

Permanent employee, Full-time, Remote, PST Shift
We are seeking an analytical and detail-oriented Quality Assurance & Reporting Team Lead to lead Customer Experience QA initiatives and reporting operations. This role combines QA team leadership with hands-on data analytics, dashboard development, and performance reporting to improve service quality and operational performance.

The ideal candidate brings strong contact center QA experience, proven leadership capabilities, and advanced proficiency with Looker, Google Cloud Platform (GCP), SQL, Excel, and Google Sheets.
WE ARE LOOKING FORWARD TO HEARING FROM YOU!

Thank you for your interest in applying to Elite Talent Recruit. Please fill out the following form. 

First Name:

Last Name:

Nickname

Birthday:

Expected Salary Monthly (in PHP):

Email:

Phone:

LinkedIn Link

Interview Availability:

Start Date Availability:

CV:

Work Sample Link:

Quality Assurance Work Experience (Years)

US Account Work Experience (Years)

How many QA analysts or data reporting team members have you managed in your previous roles?

Experience in E-commerce

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B

Experience in QA within a Customer Service, Contact Center, or BPO environment

A
B

Experience in Building, Managing, and Customizing Looker Dashboards and Reports

A
B

Describe a Looker dashboard you built from scratch. What data sources, key metrics, and visualizations did you use, and who was the dashboard for?

Experience in Querying and Transforming Large Datasets

A
B

Experience in Extracting and Analyzing Data from CRM and Call Center Platforms

A
B

What types of customer service or operational datasets have you queried, cleaned, joined, or transformed?

Experience in QA Methodologies, Scorecards, Calibration, and Contact Center Performance Metrics

A
B

Describe your experience building or redesigning a contact center QA scorecard. How did you define the scoring criteria and passing standards?

Experience in Google Cloud Platform

A
B

Experience in SQL

A
B

Experience in Kustomer CRM

A
B

Experience in Aircall

A
B

Experience in Python (Pandas)

A
B

Experience in R

A
B

Proficiency in MS Excel or Google Sheets

A
B
C
D

English Proficiency Level (CEFR)

A
B
C
D
E
F

Can speak Spanish

A
B

Which AI tools do you have experience using?

To what extent do you use AI tools in your day-to-day work?

Do you hold any GCP or Looker certifications? If yes, please list them.

Available to Work Full Time:

A
B

Available to Work Part-Time:

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B

Available to Work Pacific Standard Time (PST) hours

A
B

Are you comfortable with time-tracking software being used during work hours?

A
B

What motivates you to seek a new job opportunity at this time?

What Country are You Located?