Customer Experience QA Lead - Drive Service Excellence

At Orion
180, we don’t just stand out for what we do; we shine because of how we do it. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry.

O rion
180 is proud to call three vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas, office places us in a dynamic center of culture, business, and entertainment, keeping us closely connected to innovation and growth.

Our Draper, Utah, location, nestled in the heart of the Salt Lake Valley, connects us to a rapidly growing tech ecosystem and provides access to the outdoor lifestyle and natural beauty the region is known for.

Are you an experienced Customer Service associate with a knack for elevating customer service through meticulous quality standards? We seek a CX QA Lead to join our dynamic Customer Experience Team. In this key role, you will execute a five-star quality assurance program that meets and exceeds our customers' service expectations.

• Design & Implement Quality Programs: Develop and manage a structured quality monitoring program that assesses agent performance across all customer interaction channels (phone, chat, email, SMS).
• Analyze & Improve: Analyze call trends, customer feedback, and quality scores to drive continuous improvement in service delivery. Utilize tools like Nice in Contact to track trends, identify training needs, and implement improvements.
• Conduct Process Reviews: Perform regular process audits to identify performance or compliance gaps, ensuring that our operational, security, and safety protocols are consistently met.
• Collaborate with Leadership: Work closely with senior leadership to align quality assurance programs with business goals and regulatory requirements. Develop and present comprehensive quality scorecards, agent performance reports, and actionable insights.
• Communication: Provide actionable feedback on quality forms and deliver it in a positive, supportive manner that fosters employee growth and performance, while demonstrating a passion for creating exceptional customer experiences.

• A minimum of 2+ years in CX Service role providing quality service to our customers.
• Technical Proficiency: Hands‑on experience with quality management tools such as Nice in Contact or ZENDESK or similar platforms is preferred.
• Analytical Mindset: The ability to interpret QA data, identify trends, and provide data‑driven recommendations for continuous improvement.
• Multi‑Site Coordination: Prior experience managing quality processes across multi‑site contact centers is preferred.

• Dynamic Environment:
  On‑site role with a fast‑paced and collaborative team culture. Results‑driven office where your contributions make a real impact.
• Compensation:
  Competitive base pay and performance bonuses.
• Career Growth:
  Mentorship, growth tracks, and professional development.
• Benefits:
  Medical, dental, vision, 401k, paid holidays, PTO and more!

The office environment is fast‑paced and collaborative. An employee must be willing and able to work their regularly assigned work schedule onsite, and in times of need, be able to work an extended schedule depending on company or departmental needs, project requirements, or customer demands.

While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (