QC Team Lead

Team Leadership & Development:

• Mentor and provide ongoing guidance to the QA team to enhance skills and confidence.
• Drive motivation and encourage the team to exceed quality expectations.
• Deliver detailed feedback based on call evaluations and collaborate on training.

Quality Evaluation & Auditing:

• Monitor inbound and outbound calls for accuracy, empathy, and compliance.
• Conduct secondary reviews of auditor evaluations and report on missed opportunities.
• Manage call scoring disputes with a 48-hour resolution target.

Workflow & Task Management:

• Update roster and audit log for agent status changes.
• Balance auditor workloads and maintain daily trackers.
• Forecast tasks like root cause presentations and time off to meet deadlines.

Reporting, Compliance & Collaboration:

• Generate reports on quality scores, trends, and agent metrics.
• Ensure compliance with HIPAA, GDPR, and other regulations.
• Act as liaison between QA and Operations teams during calibration sessions.