Quality Assurance Lead

Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield Health Care has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.

Shield Health Care is looking for a Quality Assurance Lead in Valencia, CA or Carrollton, TX
. The Quality Assurance Lead is responsible for driving continuous improvement across the Contact Center by advancing the organization's Quality Assurance program and promoting a culture of service excellence. This role partners closely with operations, training, workforce management, compliance, and other business leaders to enhance the customer experience, improve operational performance, identify efficiencies and reduce costs through data-driven insights, process improvement, coaching, and innovation.

In addition to evaluating customer interactions and ensuring regulatory compliance, this position serves as the subject matter expert for quality strategy, helping shape policies, standards, and initiatives that elevate organizational performance and customer satisfaction.

• Lead the ongoing evolution of the Contact Center Quality Assurance program by identifying opportunities to improve customer experience, operational efficiency, quality outcomes, and cost effectiveness through data analysis, innovation, process improvement, and cross-functional collaboration.
• Own the development, implementation, and continuous improvement of quality standards, scorecards, evaluation methodologies, calibration processes, and QA guidelines to support organizational objectives.
• Monitor inbound and outbound calls to assess service quality, communication skills, adherence to scripts, and compliance with policies.
• Evaluate agent performance using scoring rubrics, QA tools, and callrecording systems.
• Provide actionable feedback to agents and supervisors through coaching sessions, written evaluations, and performance reports.
• Identify trends and training needs by analyzing call data, customer feedback, and recurring service issues.
• Collaborate with training and operations teams to refine scripts, workflows, and customer service standards.
• Identify root causes of quality and operational challenges and lead initiatives that improve customer experience, streamline workflows, reduce costs, and increase organizational effectiveness.
• Maintain QA databases and dashboards to ensure accurate and uptodate performance records.
• Monitor and enforce HIPAA compliance during all customer interactions involving PHI, ensuring agents follow privacy, security, and disclosure protocols.
• Report potential HIPAA violations and partner with compliance teams to address risks and implement corrective actions.
• Participate in calibration sessions to ensure scoring consistency across the QA team.
• Lead the continuous improvement of the Contact Center Quality Assurance program by identifying opportunities to enhance evaluation methodologies, coaching effectiveness, operational efficiency, and the overall customer experience.
• Design, implement, and maintain quality initiatives, standards, scorecards, and evaluation processes that align with organizational goals and evolving business needs.
• Analyze quality, operational, and customer experience data to identify trends, root causes, and actionable recommendations that improve performance and inform leadership decision‑making.
• Partners with operations, training, workforce management, compliance, and other departments to identify process improvement opportunities that enhance customer satisfaction while increasing operational efficiency.
• Identify opportunities to reduce operational costs through process improvements, automation, elimination of waste, and reduction of avoidable customer contacts while maintaining or improving service quality.
• Champion initiatives that improve the overall customer experience by identifying service gaps, reducing customer effort,…