Remote QA Lead - Multichannel Quality & Team Coaching

IDR, Inc.; Dallas (TX); Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Full benefits

Stock options

Career growth

Job summary

IDR, Inc. is seeking a Quality Assurance Lead to join a top client for a remote opportunity.

This role targets seasoned QA professionals with a background in contact centers or customer service environments, focusing on governance and quality across multiple channels. You will lead a QA team, design and implement a comprehensive QA plan, scorecards, calibration processes, and reporting, ensuring consistent evaluation across calls, chats, emails, and related workflows.

Qualifications

• 7+ years of quality assurance experience in contact centers or operations.
• 3+ years leading QA teams with direct supervision.
• Experience designing and managing QA programs, scorecards, and governance.
• Hands-on QA across calls, chats, emails, and back-office workflows.
• Developing comprehensive QA plans with evaluation and reporting.

Responsibilities

• Lead and manage a team of QA Analysts with day-to-day oversight.
• Develop, implement, and maintain a comprehensive QA plan.
• Oversee QA evaluations across calls, chats, emails and workflows.
• Design and maintain QA scorecards, methodologies, and monitoring.
• Conduct regular calibration sessions to ensure scoring consistency.

Skills

QA leadership

Quality assurance planning

Calibration of scoring

Multi-channel QA

Coaching & performance mgmt

Job description

IDR, Inc. is seeking a Quality Assurance Lead to join a top client for a remote opportunity.

This role targets seasoned QA professionals with a background in contact centers or customer service environments, focusing on governance and quality across multiple channels. You will lead a QA team, design and implement a comprehensive QA plan, scorecards, calibration processes, and reporting, ensuring consistent evaluation across calls, chats, emails, and related workflows.