Quality Assurance Lead
6 Months
Olympia, WA
Required Skills "12+ years of Quality Assurance experience in a contact center, customer service, or operations environment. 3+ years of experience leading and managing Quality Assurance teams, including direct supervision of QA analysts. Proven experience designing, implementing, and managing Quality Assurance programs, frameworks, methodologies, scorecards, and governance processes. Experience developing and maintaining Quality Assurance Plans, including evaluation criteria, review schedules, calibration processes, remediation approaches, and reporting standards. Experience conducting and overseeing quality reviews of calls, chats, emails, document processing, application processing, and associated operational workflows. Experience establishing quality standards and audit methodologies to assess adherence to policies, procedures, program requirements, business rules, and compliance obligations. Demonstrated ability to analyze quality and operational data, identify trends and root causes, and develop actionable recommendations for performance improvement. Experience leading calibration sessions and ensuring consistency across multiple QA analysts and evaluators. Experience partnering with supervisors and operational leaders to develop coaching strategies and performance improvement plans based on quality findings. Ability to provide direct coaching and performance support when operational needs require additional leadership involvement. Experience developing executive-level reports, dashboards, presentations, and continuous improvement recommendations. Strong client relationship management skills, including experience presenting findings, responding to requests, and influencing process improvements. Excellent verbal and written communication, facilitation, and stakeholder management skills. Strong analytical, organizational, and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment." Preferred Skills "Experience supporting a Health Benefit Exchange (HBE), healthcare payer, Medicaid, eligibility, enrollment, or government benefits program. Experience supporting quality programs in highly regulated healthcare or government service environments. Experience implementing or enhancing quality management programs across both customer-facing and back-office functions. Experience with Amazon Connect, including quality monitoring, reporting, analytics, and operational performance management. Experience utilizing Amazon Connect Contact Lens, generative AI-enabled quality monitoring, conversational analytics, automated evaluation tools, sentiment analysis, or similar AI-driven quality management capabilities. Experience leveraging AI and analytics tools to identify trends, improve coaching effectiveness, and enhance quality review processes. " Responsibilities This role is responsible for leading Quality Assurance activities for a contact center environment, working independently to develop work plans, deliverables, and lead a team of QA analysts. Key responsibilities include: Developing and managing a Quality Assurance Plan that defines evaluation criteria, review frequency, remediation processes, and roles and responsibilities Executing the Quality Assurance Plan, including call listening, chat and email reviews, scoring, evaluations, and calibration activities across QA analysts Maintaining and enhancing QA scorecards and evaluation methodologies based on program needs and stakeholder feedback Partnering directly with clients to communicate findings, recommend improvements, respond to requests, and implement agreed-upon changes Developing and delivering QA reporting, insights, and recommendations to drive continuous improvement Expected Deliverable(s) "Quality Assurance Plan: Covers quality benchmarks and the data collected to measure them, roles and responsibilities, QA methodology, scoring criteria, sampling strategy, escalation procedures, reporting cadence, tools and personnel, and continuous improvement. QA Report (Monthly): Contacts evaluated per CSR Average overall QA score Average scores for response time, resolution time, CSAT, accuracy, and professionalism First contact resolution and escalation rates Quality trends and sentiment patterns Corrective Action Plans (CAPs) (as nee
Regards,
Vikram Raj
I
Symphony Corporation | Madison, WI | A SEI-CMMI Level 4 Company
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