Quality Assurance (QA) Lead

Technical Skills: Years/Level of Experience
Quality Assurance (QA)               (7-10 yrs experience)
CRM Applications                        (3-5 yrs experience)
Microsoft 365                              (7-10 yrs experience)

Role Description: 
The Quality Assurance (QA) Lead is the primary point of contact for the Quality Assurance department. Additional tasks may be assigned as needed.
Manage, supervise, and support the Quality Assurance team members
Review and audit phone call and email evaluations and provide feedback to evaluators, including Operations Supervisors, Senior Customer Service Representatives (CSRs), and QAA staff.
Conduct weekly QA Staff Team Meetings.
Facilitate weekly QA internal and external Calibration Sessions.
Review, analyze, and provide feedback regarding information on quality reports, evaluations, and performance metrics.
Conduct continuous process improvement activities including identifying QA trends and lessons learned.
Create QA program support documents including Work instructions, Job Aids, and QA Standards and their definition.
Maintain a Standard Operating Procedure (SOP) for process improvement

Special Requirements 
Work Authorization: US Citizens, Dual Citizens & US Persons (Green Card)
Clearance Required: None (Background check validation per MSA)