Team Lead, Quality Assurance

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