QA Team Leader

Great HealthWorks and its subsidiaries seek a Quality Assurance Team Leader with a strong analytical aptitude, call center background and a passion for development.  The QA Team Leader will be responsible for and creates and analyzes performance and process reports, identifies and communicates service opportunities.  Conducts coaching sessions with QA Team and Cross functional departments, works with Training Team and provides recommendations for remedial training programs based on identified performance trends. Supervisory responsibilities for direct reports in addition to various tasks assigned by the QA Manager.

Responsibilities:

• Oversee daily productivity and quality of performance of Quality Assurance IBOs.
• Track and report WPA / IBO quality performance results on a weekly, monthly basis.
• Analyze performance trend report data for QA IBOs and WPA/IBO audits.
• Work with the Operations Team to ensure WPA/IBO coaching, training and development to enhance performance.
• Provide coaching to improve QA IBO skills and performance opportunities.
• Responsible for managing a Team of 3 or more QA Senior Analysts.
• Conduct monthly one to One performance reviews and coaching sessions, and deliver yearly performance reviews.
• Meeting with Quality Assurance Manager weekly to discuss Quality Assurance impact to service levels, priorities for process, and policy improvements. May be required to create an action plan to document how QA will assist Operations in achieving business goals.

Required Qualifications

Minimum Education:

• Must have minimum 5 years' previous experience in a Quality Assurance Call Center environment, proven experiences in a Sales/Retention service industry.
• Minimum 3 years' supervisory experience managing teams of 25+ individuals
• Bachelor Degree desired.
• Bi-Lingual (English/Spanish) a plus
• Retention/Sales experience

Knowledge, Skills and Abilities:

• Must be self-motivated, detail oriented with ability to work with a high sense of urgency in a fast paced environment.
• Candidate must be able to handle multiple tasks at a time.
• Must have excellent Written, Verbal and Interpersonal communication skills.
• Intermediate level of knowledge/expertise with PC hardware and software (Word, Excel, Power Point and Outlook)
• Knowledge of Call Recording systems (DISCOVER/In Contact, NICE)
• Proficiency with spreadsheet and word processing software a MUST.
• Experience in Procedure Development and Process Improvement preferred.

What We Provide:

We offer competitive compensation and benefits, including monthly product samples, health, dental and vision plans, employer paid life insurance (1X base salary), paid holidays and paid time off, 401-k plan with company match. 

EOE, DFWP