QA Lead — Contact Center Excellence

Apexon; Tenino (WA); In loco; USD 80.000 - 110.000; Tempo pieno

Descrizione del lavoro

Apexon is seeking a QA leader to direct quality assurance activities within a contact center environment, with emphasis on healthcare, Medicaid, or government benefits programs. You will develop QA plans, scorecards, and calibration methods, and oversee reviews of calls, chats, and emails to ensure regulatory and client standards are met.

The role requires coaching teams, analyzing metrics, and delivering monthly QA reports.

Competenze

• Bachelor's Degree in related field is required.
• Experience leading QA in contact center environments preferred.

Mansioni

• Lead and manage Quality Assurance activities and QA analysts in a contact center environment, preferably in healthcare, Medicaid, or government benefits programs.
• Develop and maintain QA plans, scorecards, evaluation criteria, sampling strategies, and calibration processes.
• Oversee quality reviews of calls, chats, emails, application processing, and operational workflows to ensure compliance.
• Analyze quality metrics, identify performance gaps, and provide coaching, corrective action plans, and process improvement recommendations.
• Prepare monthly QA reports and dashboards, collaborate with clients and stakeholders, and leverage Amazon Connect and AI-driven quality monitoring tools when applicable.

Conoscenze

QA leadership

Coaching

Data analysis

Formazione

Bachelor's Degree

Strumenti

Amazon Connect

Descrizione del lavoro

Apexon is seeking a QA leader to direct quality assurance activities within a contact center environment, with emphasis on healthcare, Medicaid, or government benefits programs. You will develop QA plans, scorecards, and calibration methods, and oversee reviews of calls, chats, and emails to ensure regulatory and client standards are met.

The role requires coaching teams, analyzing metrics, and delivering monthly QA reports.