Quality Assurance Specialist Lead

Quality Assurance Specialist Lead – Elevate Our Customer Experience

Are you a passionate and experienced Quality Assurance professional ready to take on a leadership role? At ComplexCare Solutions, we’re seeking a dedicated Quality Assurance Specialist Lead to help us ensure exceptional service and optimize our contact center operations. You’ll play a vital role in coaching, training, and monitoring performance to drive continuous improvement.

Key Responsibilities: Your Impact

• Drive Quality Excellence: Assist the Quality Manager in achieving and surpassing quality goals, contributing to a culture of excellence.
• Inspire and Motivate: Encourage team members to excel, fostering a positive and productive environment.
• Support New Hires: Provide guidance, coaching, and feedback to new team members during their initial training period, ensuring a smooth transition.
• Identify Improvement Opportunities: Proactively identify areas for development and implement strategies for continuous improvement.
• Analyze and Report: Develop and analyze reports to identify trends and insights, assisting the Quality Manager and training team in making informed decisions.
• Maintain Calibration and Compliance: Ensure consistency in quality audits and maintain compliance with company policies, procedures, and HIPAA requirements.
• Support Remediation Activities: Participate in and support efforts to address quality deficiencies.
• Client Collaboration: Assist with client calibration activities, including call retrieval, review, and analysis.

What You’ll Bring: Skills and Experience

• Proven experience in customer service (5+ years preferred).
• Strong background in call quality auditing and coaching.
• Proficiency in Microsoft Office Suite (Excel, Outlook).
• Exceptional problem-solving, analytical, and communication skills.
• Excellent organizational skills with the ability to prioritize and manage multiple tasks.
• Ability to make sound decisions independently and in a timely manner.

Education

High School diploma or equivalent required.

Physical Demands and Work Environment

This role involves sedentary work with occasional light lifting. The work environment is typically indoors. Travel for training purposes will be minimal (less than 5% locally).

Compensation & Benefits

ComplexCare Solutions offers a competitive salary and benefits package. Base compensation ranges from $23.50 – $25 USD and is influenced by several factors including experience and business needs. This role is also eligible for performance-based incentives.

Embrace Your Potential – Apply Today!

We encourage all qualified candidates to apply, even if you don’t believe you meet every qualification listed. At ComplexCare Solutions, we are committed to diversity, equity, and inclusion, and we are looking for passionate individuals who can contribute to our mission.

Equal Opportunity Employer

ComplexCare Solutions is an equal opportunity employer and embraces diversity in the workplace. We are committed to providing a work environment free of discrimination and harassment.

Drug-Free Workplace

ComplexCare Solutions maintains a drug-free workplace.

Legal Requirements

To review the legal requirements, including all labor law posters, please visit this link.