QA Lead - Data-Driven Coaching & Improvement

Intellibee; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Long-Term Stability

Comprehensive Health Coverage

Future Planning: 401(k) program

Green Card processing support

Job summary

IntelliBee is seeking a senior Quality Assurance leader to oversee QA activities in a contact center environment. You will develop plans, lead a team of QA analysts, and drive continuous improvement through data-driven insights and calibrated evaluations.

Ideal candidate brings 7+ years in QA within customer service settings, strong governance experience, and a track record of partnering with clients to implement improvements.

Qualifications

• 7+ years of QA experience in contact center, customer service, or operations environment.
• 3+ years leading and managing QA teams, including direct supervision of QA analysts.
• Experience designing, implementing, and managing QA programs, frameworks, scorecards, and governance processes.
• Experience developing and maintaining QA Plans, including evaluation criteria, review schedules, calibration processes, remediation approaches, and reporting standards.
• Experience conducting and overseeing quality reviews of calls, chats, emails, document processing, application processing, and related workflows.
• Experience establishing quality standards and audit methodologies to assess adherence to policies, procedures, program requirements, business rules, and compliance obligations.
• Demonstrated ability to analyze quality and operational data, identify trends and root causes, and develop actionable recommendations for performance improvement.
• Experience leading calibration sessions and ensuring consistency across multiple QA analysts and evaluators.
• Experience partnering with supervisors and operational leaders to develop coaching strategies and performance improvement plans based on quality findings.
• Ability to provide direct coaching and performance support when operational needs require additional leadership involvement.
• Experience developing executive-level reports, dashboards, presentations, and continuous improvement recommendations.
• Strong client relationship management skills, including experience presenting findings, responding to requests, and influencing process improvements.
• Excellent verbal and written communication, facilitation, and stakeholder management skills.
• Strong analytical, organizational, and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Developing and managing a Quality Assurance Plan that defines evaluation criteria, review frequency, remediation processes, and roles and responsibilities
• Executing the Quality Assurance Plan, including call listening, chat and email reviews, scoring, evaluations, and calibration activities across QA analysts
• Maintaining and enhancing QA scorecards and evaluation methodologies based on program needs and stakeholder feedback
• Partnering directly with clients to communicate findings, recommend improvements, respond to requests, and implement agreed-upon changes
• Developing and delivering QA reporting, insights, and recommendations to drive continuous improvement
• Quality Assurance Plan: Covers quality benchmarks and the data collected to measure them, roles and responsibilities, QA methodology, scoring criteria, sampling strategy, escalation procedures, reporting cadence, tools and personnel, and continuous improvement.
• QA Report (Monthly):
• Contacts evaluated per CSR
• Average overall QA score
• Average scores for response time, resolution time, CSAT, accuracy, and professionalism
• First contact resolution and escalation rates
• Quality trends and sentiment patterns
• Corrective Action Plans (CAPs) (as needed)

Skills

QA leadership

QA program design

QA governance

Quality reviews

Data analysis

Calibration sessions

Coaching

Executive reporting

Stakeholder mgmt

Analytical skills

Tools

Amazon Connect

Amazon Connect Contact Lens

Job description

IntelliBee is seeking a senior Quality Assurance leader to oversee QA activities in a contact center environment. You will develop plans, lead a team of QA analysts, and drive continuous improvement through data-driven insights and calibrated evaluations.

Ideal candidate brings 7+ years in QA within customer service settings, strong governance experience, and a track record of partnering with clients to implement improvements.