Team Lead, Quality Assurance

Job Summary

Accountable for the execution and outcomes of core contact center functions, the full-time Team Lead, Quality Assurance will manage Quality Analysts, enforce performance standards, and drive operational improvements in a remote environment.

Key responsibilities

• Directly manage Quality Analysts, ensuring productivity and accuracy in QA outputs
• Own tracking and enforcement of agent performance standards, providing guidance on corrective actions
• Ensure contact center readiness for major releases by validating and communicating necessary information and materials

Required qualifications

• Bachelor's degree or equivalent work experience
• Proven experience in call center leadership or supervisory roles
• Strong knowledge of call center metrics, QA processes, and workforce management
• Excellent communication, coaching, and conflict resolution skills
• Proficiency in Microsoft Office and call center systems