CX Team Lead – Call Center & Quality Coach

AAMGA AssuranceAmerica Managing General Agency, LLC; McAllen (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

AssuranceAmerica in McAllen, TX is seeking a Customer Experience Supervisor to lead the call center team and ensure every interaction is handled with professionalism and consistency.

You will design protocols, coach and evaluate staff, conduct audits, monitor KPIs, manage costs and quality assurance, and drive training and development to uphold our strong market image. The role requires a practical, roll‑up‑your‑sleeves attitude and a solid grasp of coverage basics and state requirements.

Responsibilities

• Leads and manages performance and professional development through coaching and mentoring of staff, including performance evaluations and salary reviews.
• Performs regular file reviews and audits to determine compliance with best practices.
• Facilitates and promotes consistent, positive Department financial results by guiding associates and providing appropriate guidance.
• Requires technical knowledge including understanding of coverage and state requirements.
• Manages various projects related to achieving Department goals (cost management, quality assurance, training and development).
• Controls backlog, errors and expenses.
• Knowledge of analytics and KPIs to analyze and evaluate performance.
• Performs additional duties as needed.

Job description

AssuranceAmerica in McAllen, TX is seeking a Customer Experience Supervisor to lead the call center team and ensure every interaction is handled with professionalism and consistency.

You will design protocols, coach and evaluate staff, conduct audits, monitor KPIs, manage costs and quality assurance, and drive training and development to uphold our strong market image. The role requires a practical, roll‑up‑your‑sleeves attitude and a solid grasp of coverage basics and state requirements.