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 Quality Assurance programs in a healthcare or government benefits environment. Key Responsibilities • Design, implement, and manage Quality Assurance programs, frameworks, and methodologies • Lead and manage Quality Assurance teams, including direct supervision of QA analysts • Conduct and oversee quality reviews of calls, chats, emails, document processing, and application processing • Analyze quality and operational data to identify trends and root causes • Develop executive-level reports, dashboards, and continuous improvement recommendations • Partner with supervisors and operational leaders to develop coaching strategies Requirements • 7+ years of Quality Assurance experience in a contact center, customer service, or operations environment • 3+ years of experience leading and managing Quality Assurance teams • Proven experience designing and managing Quality Assurance programs and scorecards • Experience developing and maintaining Quality Assurance Plans and evaluation criteria • Experience establishing quality standards and audit methodologies • Demonstrated ability to analyze quality and operational data • Experience supporting a Health Benefit Exchange (HBE), healthcare payer, Medicaid, or government benefits program • Experience in highly regulated healthcare or government service environments