QA Team Lead (Contact Center) - Onsite

Welcome to ONE! While we’re headquartered in sunny Arizona, we’ve always got travel on our minds. We’re in the business of creating transformational technology and business solutions using our decades of expertise creating unique programs and products combined with next generation technology.

Job Summary :

We are seeking a professional detail-oriented and analytical Quality Assurance (QA) Team Lead to join our dynamic team. The QA Team Lead will be responsible for monitoring, evaluating and managing the quality of inbound and outbound interactions between our contact center agents and customers.

This role ensures compliance with company standards, identifies areas for improvement, and helps maintain a high level of customer satisfaction.

Key Responsibilities :

• Ensures completion and compliance on QA deliverables required on a weekly basis
• Ensures accuracy of scoring quality across QAs cross check evaluations per QA per LOB per week
• Maintains database of all reports and processes handled by the team to facilitate efficient tracking of the program’s historical data
• Assist QA manager with leading calibration sessions internally with ALL programs in scope

Team Management :

• Allocates resources across program / s scope to ensure maximization of productivity, increasing the team’s capability and efficiency in analyzing customers’ reporting needs
• Mentors and guides QAs in programs that they lead
• Conducts training and / or refresher sessions for QA on how to create periodic and ad-hoc reports and to understand the contents and purpose of said reports to ensure that standard process is followed
• Creates analysis and reports on agent QA performance trends, risks and observed behaviors per program and LOB

Requirements :

• At least five (5) years of QA experience in a call center environment
• At least three (3) years of supervisory experience leading a QA team

Skills :

• Analytical Skills : Ability to analyze data and identify trends or areas for improvement.
• Attention to Detail : Ensuring precision and accuracy in QA processes.
• Leadership Skills : Capable of leading and motivating a team.
• Communication Skills : Strong verbal and written communication skills for reporting and training purposes.
• Problem-Solving Skills : Ability to identify issues and develop effective solutions.
• Technical Proficiency : Familiarity with QA tools, software, and methodologies.
• Project Management : Ability to manage projects and prioritize tasks effectively.
• Training and Development : Skills in training staff and developing QA processes and protocols.
• Interpersonal Skills : Ability to work collaboratively with other departments and stakeholders.
• Adaptability : Willingness to adapt to new technologies, methodologies, and industry standards.
• Ethical Standards : High ethical standards to ensure compliance with regulations and company policies.

Business Casual Attire :

Have you got the right qualifications and skills for this job Find out below, and hit apply to be considered.

Business casual attire is required for this role reflecting a polished and professional appearance.

Physical Requirements :

Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)

What We Offer :

• Exclusive Team Member Travel Discounts
• Affordable Medical Insurance
• 100% Employer Paid Dental and Vision Insurance
• HSA with Company Contribution
• 401(k)
• Basic and Voluntary Life & AD&D
• PTO / PST
• Pet Insurance
• Covered Parking

ONE is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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