Quality Assurance Team Lead
Overview
Join our dynamic team as a Quality Assurance (QA) Team Lead to help drive a consistent, excellent customer experience on every call. This role is ideal for someone who enjoys coaching, improving performance, and building scalable systems that drive consistency. You will be responsible for regularly evaluating calls, delivering actionable feedback, and partnering with leadership to strengthen processes, training, and quality standards across a growing team. Additionally, you will work closely with quality assurance specialists to ensure consistent delivery of the defined call evaluation methodology.
Duties
• Lead and coordinate the QA team to execute comprehensive quality audits and deliver actionable feedback.
• Develop and enhance quality management processes.
• Facilitate training sessions as needed on system or process updates.
• Collaborate with quality assurance specialists and leadership to identify opportunities for call handling improvements.
• Analyze call evaluations and quality scoring to identify trends and provide insights to leadership.
Requirements
• Demonstrated ability to conduct thorough quality audits with attention to detail.
• Excellent analysis skills to identify quality trends and develop effective solutions.
• 1–3+ years of experience in call center QA, coaching, or customer support operations.
• Able to work independently and manage deadlines in a remote environment
• Strong written and verbal communication skills
• Comfortable delivering direct, constructive feedback
• Proficient in using technology
Pay: $65,000.00 - $75,000.00 per year
Work Location: Remote
Apply Now
Apply Now
Join our dynamic team as a Quality Assurance (QA) Team Lead to help drive a consistent, excellent customer experience on every call. This role is ideal for someone who enjoys coaching, improving performance, and building scalable systems that drive consistency. You will be responsible for regularly evaluating calls, delivering actionable feedback, and partnering with leadership to strengthen processes, training, and quality standards across a growing team. Additionally, you will work closely with quality assurance specialists to ensure consistent delivery of the defined call evaluation methodology.
Duties
• Lead and coordinate the QA team to execute comprehensive quality audits and deliver actionable feedback.
• Develop and enhance quality management processes.
• Facilitate training sessions as needed on system or process updates.
• Collaborate with quality assurance specialists and leadership to identify opportunities for call handling improvements.
• Analyze call evaluations and quality scoring to identify trends and provide insights to leadership.
Requirements
• Demonstrated ability to conduct thorough quality audits with attention to detail.
• Excellent analysis skills to identify quality trends and develop effective solutions.
• 1–3+ years of experience in call center QA, coaching, or customer support operations.
• Able to work independently and manage deadlines in a remote environment
• Strong written and verbal communication skills
• Comfortable delivering direct, constructive feedback
• Proficient in using technology
Pay: $65,000.00 - $75,000.00 per year
Work Location: Remote
Apply Now
Apply Now