Quality Assurance Lead

Job Summary

To oversee quality assurance activities in a remote environment, the full-time Quality Assurance Lead will manage QA teams, develop quality assurance plans, analyze operational data, and drive continuous improvement initiatives within a contact center or customer service setting.

Key Responsibilities

• Develop and manage a comprehensive Quality Assurance Plan, including evaluation criteria and remediation processes
• Lead and manage a team of QA analysts, ensuring consistent evaluation standards and quality outcomes
• Analyze quality and operational data to identify trends and opportunities for improvement, while partnering with clients to communicate findings and implement changes

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, including direct supervision of QA analysts
• Experience designing and implementing QA programs, frameworks, and methodologies
• Strong analytical skills to evaluate calls, chats, emails, and operational workflows
• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field is preferred