Quality Assurance Lead

Job Summary

To oversee quality assurance activities in a remote environment, the full-time Quality Assurance Lead will manage a team of QA analysts, develop and implement quality assurance plans, and analyze operational data to drive continuous improvement in customer service and operations.

Key Responsibilities

• Develop and manage a Quality Assurance Plan defining evaluation criteria, review frequency, and remediation processes
• Execute the QA Plan through call listening, chat and email reviews, scoring, evaluations, and calibration activities
• Analyze quality and operational data to identify trends, root causes, and opportunities for improvement

Required Qualifications

• 7+ years of Quality Assurance experience in a contact center, customer service, or operations environment
• 3+ years of experience leading and managing QA teams
• Experience designing, implementing, and managing QA programs and frameworks
• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field is preferred
• Strong analytical skills to identify trends and performance improvement opportunities