The opportunity
The Quality Team Lead assists the Quality Supervisor in overseeing the daily operations of the Quality Assurance team. This role is essential to driving continuous improvement by reviewing calls, providing actionable feedback to agents, and ensuring strict adherence to company…
What you'll do
Mentor and Support: Provide ongoing guidance to the quality assurance team to enhance their skills and confidence.
Drive Motivation: Encourage the team to consistently meet and exceed quality expectations in a positive, collaborative work environment that promotes high morale and productivity.
Feedback & Coaching: Deliver detailed, actionable insights to agents based on call evaluations. Collaborate with the training team to recommend targeted coaching sessions or refresher courses.
Call Monitoring: Evaluate inbound and outbound calls to ensure agents adhere to scripts, standard operating procedures, and compliance regulations (assessing accuracy, empathy, and communication clarity).
Audit the Auditor: Conduct secondary reviews of 2-3 calls per auditor on a weekly basis, reporting on next steps and identifying any missed QA opportunities.
Dispute Resolution: Manage and assist with call scoring disputes from supervisors and managers, ensuring resolution within a 48-hour turnaround time.
What they're looking for
- Roster Management: Update the roster on the Natera Audit Log for agents beginning their QA journey, accurately tracking job status changes.
- Workload Balancing: Ensure auditor workloads are balanced and fairly distributed alongside additional tasks.
- Daily Tracker Maintenance: Update auditors' daily trackers on a weekly basis, forecasting upcoming tasks (e.g., root cause presentations, approved time off, leadership requests) to ensure all deadlines are met.
- Data Analysis: Generate and analyze reports on call quality scores, trends, and agent performance metrics. Provide data-driven insights to management for strategic decision-making.
