QC Team Lead

Job Summary

The Quality Team Lead assists the Quality Supervisor in overseeing the daily operations of the Quality Assurance team. This role is essential to driving continuous improvement by reviewing calls, providing actionable feedback to agents, and ensuring strict adherence to company policies, regulatory requirements, and service-level standards. The Team Lead acts as a mentor and guide, identifying training needs and recommending process enhancements to consistently deliver an exceptional caller experience.

Key Responsibilities

Team Leadership & Development

• Mentor and Support: Provide ongoing guidance to the quality assurance team to enhance their skills and confidence.
• Drive Motivation: Encourage the team to consistently meet and exceed quality expectations in a positive, collaborative work environment that promotes high morale and productivity.
• Feedback & Coaching: Deliver detailed, actionable insights to agents based on call evaluations. Collaborate with the training team to recommend targeted coaching sessions or refresher courses.

Quality Evaluation & Auditing

• Call Monitoring: Evaluate inbound and outbound calls to ensure agents adhere to scripts, standard operating procedures, and compliance regulations (assessing accuracy, empathy, and communication clarity).
• Audit the Auditor: Conduct secondary reviews of 2-3 calls per auditor on a weekly basis, reporting on next steps and identifying any missed QA opportunities.
• Dispute Resolution: Manage and assist with call scoring disputes from supervisors and managers, ensuring resolution within a 48-hour turnaround time.

Workflow & Task Management

• Roster Management: Update the roster on the Natera Audit Log for agents beginning their QA journey, accurately tracking job status changes.
• Workload Balancing: Ensure auditor workloads are balanced and fairly distributed alongside additional tasks.
• Daily Tracker Maintenance: Update auditors' daily trackers on a weekly basis, forecasting upcoming tasks (e.g., root cause presentations, approved time off, leadership requests) to ensure all deadlines are met.

Reporting, Compliance & Collaboration

• Data Analysis: Generate and analyze reports on call quality scores, trends, and agent performance metrics. Provide data-driven insights to management for strategic decision-making.
• Regulatory Compliance: Ensure agents strictly comply with internal guidelines and legal data privacy requirements (HIPAA, GDPR, etc.).
• Cross-Functional Alignment: Act as a liaison between the QA and Operations teams. Attend regular calibration sessions to ensure quality scoring criteria are aligned across departments.

Required Skills & Qualifications

Education & Experience

• Education: High school diploma or equivalent required. (An Associate’s or Bachelor’s degree in business, customer service management, or a related field is a strong plus).
• Experience: Minimum of 3 years in a call center or customer service environment, including at least 1 year in a quality assurance or team lead capacity. Familiarity with Quality Management Systems (QMS) is required.

Key Competencies

• Analytical Skills: Strong attention to detail with the ability to accurately assess caller interactions, identify performance gaps, and propose effective solutions.
• Communication: Excellent verbal and written communication skills to deliver clear, constructive feedback and collaborate effectively with diverse teams.
• Technical Proficiency: Skilled in using call monitoring software, CRM systems, and the Microsoft Office Suite (Word, Excel, PowerPoint). Experience with performance management tools is a plus.
• Problem-Solving: Proven ability to troubleshoot performance issues, address workflow bottlenecks, and implement appropriate interventions.

Work Environment

• This is a full-time, remote position based in a call center environment.
• The role requires extended periods of sitting at a computer, actively listening to calls, and generating feedback reports.
• Requires active participation in virtual team meetings, training sessions, and calibration discussions.