Lead Quality Assurance Specialist

About the Role

Key Responsibilities

• Lead the development and implementation of a comprehensive Quality Plan, collaborating closely with key personnel and contact center staff to embed quality and ensure compliance with all applicable regulatory requirements.
• Partner with Supervisory Information Specialists to identify targeted coaching opportunities and implement actionable improvements that enhance agent performance and efficiency.
• Work alongside the Account Manager (AM) and Contact Center Manager (CCM) to analyze performance trends, identify critical training needs, and ensure continuous refinement of training programs.
• Continuously integrate customer experience insights and feedback data into the QA program to align quality initiatives with citizen satisfaction.
• Conduct regular audits, review, and analyze data and documentation to ensure adherence to procedures and compliance standards, identifying areas for proactive improvement.
• Perform root cause analyses for performance gaps and compliance issues, developing and implementing sustainable solutions for continuous improvement.
• Draft monthly action and improvement reports with strategic recommendations regarding content, QA, CSAT, training, and compliance to optimize contact center performance.

Requirements

• A Bachelor's degree.
• Two or more years of experience leading QA functions in a contact center or as a Supervisor in a multi-channel, bilingual contact center.
• Demonstrated knowledge of quality management principles, methods, tool development, evaluation, QA, and related technology.
• Excellent written and verbal communication skills.
• Leadership skills with the ability to mentor, evaluate, and manage staff.

Qualifications

• Bachelor's degree