Jobs → QA & Testing → Quality Assurance Lead

About the Role We are seeking a Quality Assurance Lead to join our team. This role involves leading and managing a team of QA analysts and overseeing daily quality assurance activities in a contact center environment. Key Responsibilities • Lead and manage a team of QA analysts and oversee daily quality assurance activities • Develop, implement, and maintain the Quality Assurance Plan, scorecards, evaluation criteria, and sampling strategies • Oversee quality reviews of calls, chats, emails, document processing, applications, and back-office workflows • Lead calibration sessions to ensure consistent scoring and evaluation across QA analysts • Analyze quality metrics, identify root causes, and recommend corrective and preventive actions • Partner with operational leaders to develop coaching strategies and performance improvement plans • Prepare monthly QA reports, dashboards, executive presentations, and continuous improvement recommendations • Work directly with clients to present findings, address concerns, and implement agreed-upon improvements Requirements • 7+ years of Quality Assurance experience in contact center, customer service, or operations environments • 3+ years of experience leading QA teams and directly supervising QA analysts • Strong experience developing and managing QA programs, frameworks, scorecards, audit methodologies, and governance processes • Experience with QA plans, calibration sessions, quality reviews, coaching strategies, and performance improvement plans • Strong analytical skills, including root cause analysis, trend identification, dashboards, executive reporting, and continuous improvement • Experience working with clients, operational leaders, and cross-functional stakeholders • Healthcare or government benefits program experience, including DHHS, Integrated Eligibility, SNAP, TANF, Medicaid Eligibility, or Childcare programs • Experience in regulated healthcare, government services, healthcare payer, eligibility, or enrollment environments • Hands-on experience with Amazon Connect and Contact Lens, including quality monitoring, reporting, analytics, sentiment analysis, and AI-enabled quality management tools • Excellent communication, leadership, stakeholder management, and problem-solving skills