Survey Center Team Lead

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FTEw/Benefits Professional Potomac, MD, US

JOB NUMBER: 1642 | LOCATION: Remote CLEARANCE/ACCESS LEVEL: NACI

This position is with our subsidiary, Avar Consulting Inc., an AMDEX Corporation Company

Avar - The Art of Data Science

Avar Consulting, Inc, a wholly owned subsidiary of AMDEX Corporation, is a policy research firm with more than 20 years of leadership and experience in social science research, data collection and analysis, program evaluation, and policy analysis. Avar seeks a CATI (Computer Assisted Telephone Interview) Interviewer to join our team.

The Survey Center Team Lead conducts telephone surveys regarding the quality of services provided by the Centers for Medicare & Medicaid Services (CMS). This role balances direct data collection with leadership. In addition to conducting interviews via a computer system, the Team Lead monitors work quality, reviews recorded interviews, provides active coaching, and supervises a team of remote interviewers.

This is a fully remote position. Team Leads must provide their own high-speed internet service. The hours of phoning are 9 AM to 8 PM EST Monday through Friday and weekends from 10 AM to 7 PM EST.

Responsibilities

Interviewer Duties

• Conduct telephone interviews using a Computer-Assisted Telephone Interviewing (CATI) system.
• Read survey questions exactly as written and record responses accurately.
• Compile, record, and code data from mailed surveys.
• Review obtained data for completeness and accuracy.

Leadership & Supervisory Duties

• Supervise, support, and motivate a team of remote interviewers.
• Listen to recorded interviews to ensure quality and project compliance.
• Provide direct coaching and constructive feedback to improve interviewer performance.
• Monitor interviewer productivity metrics and data quality.
• Assist with training and onboarding new interviewers.
• Actively build skills through collaboration with fellow Team Leads.

Qualifications

• High school diploma or GED equivalent.
• Hands-on experience conducting computer-assisted telephone interviews (CATI).
• Proven experience leading, supervising, or coaching a remote team.
• Clear phone enunciation and fluent English communication skills.
• Strong interpersonal skills including courtesy, professionalism, and neutrality.
• Basic computer proficiency, including Microsoft Excel and Access.
• Ability to accurately type at least 30 words per minute.
• Strong attention to detail and organizational skills to manage a remote team.

Desired Experience

• Some college education.
• Experience with quality assurance or reviewing recorded audio files.
• 6+ months of survey research, call center, or customer service experience.
• Prior experience working with Medicare beneficiaries.
• Fluency in reading, writing, and speaking Spanish.

*Due to the nature of the contracts we support, only US citizens and permanent residents will be considered for this role.

WHO WE ARE:

Avar Consulting Inc. has evolved in many ways, moving the needle with our research methods, technical applications, and groundbreaking data science, but our tradition of excellence, passion for innovation, and commitment to collegiality have remained constant components of who we are as a brand, and who each of us is as a member of the Avar Consulting team. With an emphasis on continuous learning, Avar is a place where people join for the stellar social science research and analytic opportunities for which we’re known and stay for the relationships they form with their colleagues who take pride in the impact their work is making on a national scale.

Avar Consulting Inc. is an AMDEX Corporation Company. We offer a competitive salary package and attractive benefits package.

• Medical | Dental | Vision (Base plan employee premiums 100% company paid)
• Employer Paid Life and Disability Insurance, STD and LTD
• Employee Assistance Plan and Employee Discounts
• 11 Federal Holidays|PTO accrual with carryover
• 401(k) Plan with annual company contribution| Company paid Cash Balance Plan
• Tuition Reimbursement&Training Assistance