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.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.