QA Lead
3B Staffing LLC
Location: 100% remote
1 Year Contract plus extension
Responsibilities:
Strong experience developing and presenting QA reports, dashboards, and performance recommendations to senior leadership and client stakeholders.
1 Year Contract plus extension
Responsibilities:
- Lead and manage a team of QA Analysts, providing day-to-day oversight, coaching, performance management, and guidance.
- Develop, implement, and maintain a comprehensive Quality Assurance Plan, including quality standards, evaluation criteria, sampling methodologies, review schedules, calibration processes, and reporting requirements.
- Oversee quality evaluations across multiple communication channels, including inbound/outbound calls, chats, emails, document processing, application processing, and related operational workflows.
- Design and maintain QA scorecards, evaluation methodologies, and quality monitoring processes to ensure consistency and accuracy.
- Conduct and facilitate regular calibration sessions to ensure consistent scoring and evaluation standards across QA team members.
- Monitor compliance with established policies, procedures, business rules, program requirements, and regulatory standards.
- Analyze quality scores, operational metrics, customer interactions, and performance trends to identify improvement opportunities and root causes.
- Partner with contact center supervisors and operational leadership to develop coaching strategies, corrective action plans, and performance improvement initiatives.
- Provide direct coaching and quality support when additional leadership involvement is needed.
- Serve as a primary point of contact for client stakeholders regarding QA findings, performance trends, and continuous improvement recommendations.
- 7+ years of Quality Assurance experience within a contact center, customer service, or operations environment.
- 3+ years of experience leading QA teams, including direct supervision and management of QA Analysts.
- Demonstrated experience designing, implementing, and managing QA programs, frameworks, scorecards, and governance processes.
- Experience developing and executing comprehensive Quality Assurance Plans, including evaluation criteria, review frequency, calibration, remediation, and reporting.
- Hands-on experience conducting quality evaluations across calls, chats, emails, and operational or back-office workflows.
- Strong understanding of quality monitoring, auditing methodologies, compliance requirements, and performance measurement.
- Experience analyzing quality and operational data to identify trends, root causes, and opportunities for continuous improvement.
- Proven ability to lead calibration sessions and ensure consistent evaluation standards across QA teams.
- Experience collaborating with operational leaders to develop coaching strategies, performance improvement plans, and corrective actions.
Strong experience developing and presenting QA reports, dashboards, and performance recommendations to senior leadership and client stakeholders.
Vacancy posted 1 day ago
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