California Licensed Quality Assurance Supervisor
Job Summary
Seeking a California Licensed Quality Assurance Supervisor, the full-time remote position will lead a team of Quality Assurance professionals in monitoring customer interactions, maintaining quality and compliance standards, and enhancing the overall customer experience for California's Medi-Cal program.
Key responsibilities
- Lead, coach, and develop a team responsible for evaluating customer interactions and ensuring quality standards
- Oversee quality monitoring activities, evaluation workloads, and timely completion of quality reviews
- Analyze quality results and performance data to identify gaps and translate insights into actionable recommendations
Required qualifications
- At least 3 years of experience in quality assurance or contact center operations
- A minimum of 1 year of leadership or supervisory experience
- Experience with call monitoring, quality evaluations, and performance metrics
- Strong analytical skills with the ability to identify trends and root causes
- Proficiency with Microsoft Office and experience using contact center technologies
Complete Job Description
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