Description

Lead the Quality Assurance department as the primary point of contact, managing all team members and driving continuous process improvement.

This role is remote.

Responsibilities

• Manage, supervise, and support all Quality Assurance team members.
• Review and audit phone call and email evaluations to provide feedback to Operations Supervisors, Senior CSRs, and QA staff.
• Facilitate weekly internal and external calibration sessions and conduct weekly QA staff team meetings.
• Analyze quality reports, evaluations, and performance metrics to provide actionable feedback.
• Create program support documentation including work instructions, job aids, and QA standards.

Required Skills

• 7-10 years of experience in Quality Assurance (QA).
• 3-5 years of experience working with CRM applications.
• 7-10 years of experience using Microsoft 365.
• Experience auditing phone and email communications for quality compliance.
• Ability to develop and maintain Standard Operating Procedures (SOP) and technical documentation.
• Proven ability to lead team meetings and facilitate calibration sessions.
• US Citizenship, Dual Citizenship, or US Person status (Green Card) required.
• Any Graduate degree.

Key Skills

Education

Any Graduate