Customer Experience QA Lead

Join Our Team as a Customer Experience Quality Assurance Lead!

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 on site, 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 (