Remote QA Team Lead: Elevate Call Quality & Coaching

Embedded Shishya; United States; Remote; USD 63,000 - 85,000; Full time

Job summary

Natera is seeking a Quality Team Lead to assist the Quality Supervisor in guiding the QA team, reviewing calls, and delivering actionable feedback to agents. This role focuses on continuous improvement and adherence to policies, regulatory requirements, and service levels.

You will mentor staff, coordinate with training, and help identify process enhancements to improve caller experience. The position is full-time and remote within the United States.

Qualifications

• High school diploma or equivalent required; higher degree is a strong plus.
• Minimum of 3 years in a call center or customer service environment, including at least 1 year in a QA or team lead capacity.
• Familiarity with Quality Management Systems (QMS) is required.

Responsibilities

• Mentor QA team to enhance skills and confidence.
• Provide actionable feedback to agents and coordinate coaching.
• Monitor calls to ensure adherence to procedures and compliance.

Skills

Analytical Skills

Communication

Technical Proficiency

Problem-Solving

Education

High school diploma or equivalent

Associate/Bachelor's degree in business or related field

Tools

Call monitoring software

CRM systems

Microsoft Office

Job description

Natera is seeking a Quality Team Lead to assist the Quality Supervisor in guiding the QA team, reviewing calls, and delivering actionable feedback to agents. This role focuses on continuous improvement and adherence to policies, regulatory requirements, and service levels.

You will mentor staff, coordinate with training, and help identify process enhancements to improve caller experience. The position is full-time and remote within the United States.