Quality Assurance Lead

Job Description

Job Description

Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.

Shield HealthCare is looking for a Quality Assurance Lead in Valencia, CA or Carrollton, TX . The Quality Assurance Lead is responsible for driving continuous improvement across the Contact Center by advancing the organization’s Quality Assurance program and promoting a culture of service excellence. This role partners closely with operations, training, workforce management, compliance, and other business leaders to enhance the customer experience, improve operational performance, identify efficiencies and reduce costs through data-driven insights, process improvement, coaching, and innovation. In addition to evaluating customer interactions and ensuring regulatory compliance, this position serves as the subject matter expert for quality strategy, helping shape policies, standards, and initiatives that elevate organizational performance and customer satisfaction.

JOB RESPONSIBILITIES:

• Lead the ongoing evolution of the Contact Center Quality Assurance program by identifying opportunities to improve customer experience, operational efficiency, quality outcomes, and cost effectiveness through data analysis, innovation, process improvement, and cross-functional collaboration.
• Own the development, implementation, and continuous improvement of quality standards, scorecards, evaluation methodologies, calibration processes, and QA guidelines to support organizational objectives.
• Monitor inbound and outbound calls to assess service quality, communication skills, adherence to scripts, and compliance with policies.
• Evaluate agent performance using scoring rubrics, QA tools, and call‑recording systems.
• Provide actionable feedback to agents and supervisors through coaching sessions, written evaluations, and performance reports.
• Identify trends and training needs by analyzing call data, customer feedback, and recurring service issues.
• Collaborate with training and operations teams to refine scripts, workflows, and customer service standards.
• Identify root causes of quality and operational challenges and lead initiatives that improve customer experience, streamline workflows, reduce costs, and increase organizational effectiveness.
• Maintain QA databases and dashboards to ensure accurate and up‑to‑date performance records.
• Monitor and enforce HIPAA compliance during all customer interactions involving PHI, ensuring agents follow privacy, security, and disclosure protocols.
• Report potential HIPAA violations and partner with compliance teams to address risks and implement corrective actions.
• Participate in calibration sessions to ensure scoring consistency across the QA team.
• Lead the continuous improvement of the Contact Center Quality Assurance program by identifying opportunities to enhance evaluation methodologies, coaching effectiveness, operational efficiency, and the overall customer experience.
• Design, implement, and maintain quality initiatives, standards, scorecards, and evaluation processes that align with organizational goals and evolving business needs.
• Analyze quality, operational, and customer experience data to identify trends, root causes, and actionable recommendations that improve performance and inform leadership decision-making.
• Partners with operations, training, workforce management, compliance, and other departments to identify process improvement opportunities that enhance customer satisfaction while increasing operational efficiency.
• Identify opportunities to reduce operational costs through process improvements, automation, elimination of waste, and reduction of avoidable customer contacts while maintaining or improving service quality.
• Champion initiatives that improve the overall customer experience by identifying service gaps, reducing customer effort, and promoting consistent service excellence.
• Evaluate and recommend new quality technologies, automation tools, speech analytics, artificial intelligence, and reporting capabilities that improve effectiveness and efficiency of the Quality Assurance program.
• Lead quality-related projects from planning through implementation, coordinating cross-functional efforts to successfully deliver measurable business improvements.
• Serve as the Quality Assurance subject matter expert by providing strategic guidance and recommendations to leadership regarding customer experience, quality trends, operational performance, and process improvement opportunities.
• Establish and monitor key quality performance indicators, measuring the effectiveness of quality initiatives and recommending adjustments based on results.

QUALIFICATIONS:

• Bachelor’s degree in a related field is preferred, or an equivalent combination of education, training, and relevant professional experience.
• 3+ years’ experience in a call center environment, preferably in a QA, coaching, or leadership role.
• Proficiency in Microsoft 365 (excel, PowerPoint, Word, SharePoint, Teams).
• Advanced proficiency in Microsoft Excel and experience creating reports and performance analytics.
• Demonstrated experience analyzing operational and customer experience data to identify trends, root causes, and performance improvement opportunities.
• Strong understanding of contact center operations, customer service principles, quality assurance methodologies, and performance metrics.
• Proven ability to influence others and drive change through collaboration, coaching, and data-driven recommendations without direct supervisory authority.
• Experience leading or participating in cross-functional process improvement initiatives.
• Excellent analytical, critical thinking, and problem-solving skills.
• Strong project management and organizational skills with the ability to manage multiple priorities and initiatives simultaneously, responding to changing business needs.
• Excellent written, verbal, and presentation skills, with the ability to communicate effectively at all levels of the organization.
• Experience with contact center technologies such as Genesys Cloud, CRM platforms, QA software, call-recording systems, speech analytics, and workforce optimization tools preferred.
• Working knowledge of AI-enabled quality monitoring, speech analytics, automation, or customer experience technologies preferred.
• Knowledge of HIPAA regulations and best practices related to the protection of PHI.
• Ability to exercise sound judgement, maintain confidentiality, and handle sensitive information with professionalism.

SALARY & BENEFITS:

• $80k - $93,500k
• Medical, Dental and Vision (Eligible first day of employment)
• Flexible Spending Account
• Life & Disability Insurance
• 401(k) with Company Match
• Vacation and Sick Days
• Paid Holidays
• Education Assistance

Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.