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IDR is seeking a Quality Assurance Lead to join one of our top clients for a remote opportunity.
This role is ideal for a seasoned professional with a background in quality assurance within contact centers or customer service environments. The company specializes in operational excellence, focusing on delivering high-quality communication and operational workflows across multiple channels.
Position Overview for the Quality Assurance Lead:
- Lead and manage a team of QA Analysts, providing day-to-day oversight, coaching, performance management, and guidance.
- Develop, implement, and maintain a comprehensive Quality Assurance Plan, including quality standards, evaluation criteria, sampling methodologies, review schedules, calibration processes, and reporting requirements.
- Oversee quality evaluations across multiple communication channels, including inbound/outbound calls, chats, emails, document processing, application processing, and related operational workflows.
- Design and maintain QA scorecards, evaluation methodologies, and quality monitoring processes to ensure consistency and accuracy.
- Conduct and facilitate regular calibration sessions to ensure consistent scoring and evaluation standards across QA team members.
Requirements for the Quality Assurance Lead:
- 7+ years of Quality Assurance experience within a contact center, customer service, or operations environment.
- 3+ years of experience leading QA teams, including direct supervision and management of QA Analysts.
- Demonstrated experience designing, implementing, and managing QA programs, frameworks, scorecards, and governance processes.
- Experience developing and executing comprehensive Quality Assurance Plans, including evaluation criteria, review frequency, calibration, remediation, and reporting.
- Hands-on experience conducting quality evaluations across calls, chats, emails, and operational or back-office workflows.
What’s in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated’s Best of Staffing® Client and Talent Award winner 12 years in a row.