Qa Team Lead – Healthcare Operations

Intugo; Región Centro; Presencial; MXN 320.000 - 383.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Mexican law benefits

30-day Christmas bonus

Food vouchers

Private medical insurance

Descripción de la vacante

Intugo, in partnership with a foreign healthcare services provider, seeks a QA Team Lead to drive quality operations for healthcare contact center and patient scheduling teams. The role combines people leadership with hands-on quality management and client interaction, based on on-site work in Guadalajara, MX.

Key responsibilities include coaching QA staff, delivering performance reviews, and ensuring scheduling accuracy and patient experience.

Formación

• Experience leading QA operations in a contact center environment.
• Strong knowledge of QA audits, calibration, performance management, and corrective actions.
• Ability to analyze quality trends and translate findings into coaching actions.
• Excellent communication and presentation skills for client meetings.

Responsabilidades

• Lead, coach, and develop QA Supervisors, Team Leads, and Analysts covering patient scheduling and contact center operations.
• Set performance expectations and conduct regular reviews with direct reports.
• Partner with Training and Operations to translate coaching into measurable improvements.
• Present quality trends, root-cause findings, and corrective actions in client-ready format.

Conocimientos

QA leadership

Quality audits

Coaching

Root-cause analysis

Client/stakeholder communication

On-site availability

Descripción del empleo

Intugo, in partnership with a foreign company specializing in healthcare contact center and patient scheduling services, is looking for a QA Team Lead to lead quality operations supporting healthcare contact center and patient scheduling teams. This position is responsible for driving scheduling accuracy, patient experience, compliance, SLA performance, calibration, coaching, and continuous improvement across client programs. The role combines people leadership with hands-on quality management and direct client/stakeholder interaction. Key Responsibilities Lead, coach, and develop Quality Supervisors, Team Leads, and Quality Analysts/Auditors supporting patient scheduling and contact center operations. Set performance expectations and conduct regular one-on-one reviews, coaching sessions, and development planning for direct reports. Build quality capability through targeted training based on audit findings, error trends, client feedback, and changing healthcare workflows. Partner with Training and Operations to ensure coaching actions translate into measurable improvements in frontline performance. Support employee engagement, retention, succession planning, and development of the quality leadership pipeline. Serve as the Quality Subject Matter Expert for assigned healthcare contact center and patient scheduling clients. Lead or participate in weekly and bi-weekly client quality reviews and provide quality insights for MBRs, QBRs, and executive reporting. Present quality trends, root-cause findings, corrective actions, and improvement recommendations in a concise and client-ready manner. What We're Looking For: Must-Have Qualifications Experience leading Quality Assurance operations within a contact center environment. Proven experience leading, coaching, and developing QA teams or quality leadership personnel. Strong knowledge of quality audits, calibration, performance management, root-cause analysis, and corrective actions. Ability to analyze quality trends and translate findings into coaching and continuous improvement actions. Experience collaborating with Operations and Training teams. Strong communication and presentation skills for client and stakeholder meetings. Ability to communicate quality results, trends, and recommendations in a professional, client-ready format. Availability to work on-site within the required operating schedule. Preferred / Nice-to-Have Previous experience supporting healthcare contact centers, patient scheduling, or related healthcare workflows. Experience participating in MBRs, QBRs, executive reporting, or recurring client quality reviews. Experience with employee engagement, retention, succession planning, and leadership development. Compensation & Benefits The position offers a gross monthly salary of $31,500 MXN. Benefits include Mexican law benefits, a 30-day Christmas bonus, food vouchers, and private medical insurance.

QA Team Lead - Healthcare Operations Guadalajara, Jalisco, MX