Quality Assurance Lead

Apexon is a digital first technology services firm specializing in accelerating business transformation and delivering human centric digital experiences. We have been meeting customers wherever they are in the digital lifecycle and helping them outperform their competition through speed and innovation.

Apexon brings together distinct core competencies in AI, analytics, app development, cloud, commerce, CX, data, Dev Ops, IoT, mobile, quality engineering, and UX, along with deep expertise in BFSI, healthcare, and life sciences, helping businesses capitalize on the unlimited opportunities digital offers.

Our reputation is built on a comprehensive suite of engineering services, a dedication to solving clients’ toughest technology problems, and a commitment to continuous improvement. Backed by Goldman Sachs Asset Management and Everstone Capital, Apexon has a global presence across four continents.

We are hiring for a Quality Assurance Lead opportunity.

Role: Quality Assurance Lead

Location: Remote

Position: 1

Work Arrangement: Remote

We are seeking an experienced Quality Assurance Lead to oversee quality assurance activities in a contact center, customer service, or operations environment. The ideal candidate will have strong experience leading QA teams, developing quality assurance plans and evaluation frameworks, managing calibration activities, analyzing operational data, and driving continuous improvement. This role requires direct client engagement, team leadership, and the ability to deliver actionable quality insights across customer-facing and back-office operations.

• 7+ years of Quality Assurance experience in a contact center, customer service, or operations environment.
• 3+ years of experience leading and managing QA teams, including direct supervision of QA analysts.
• Experience designing, implementing, and managing QA programs, frameworks, methodologies, scorecards, and governance processes.
• Experience developing and maintaining Quality Assurance Plans, including evaluation criteria, review schedules, calibration processes, remediation approaches, and reporting standards.
• Experience evaluating calls, chats, emails, document processing, application processing, and operational workflows.
• Experience establishing quality standards and audit methodologies to assess adherence to policies, procedures, business rules, program requirements, and compliance obligations.
• Strong analytical skills to identify trends, root causes, and opportunities for performance improvement.
• Experience leading calibration sessions and ensuring consistent scoring across QA analysts and evaluators.
• Experience partnering with supervisors and operational leaders to develop coaching strategies and performance improvement plans.
• Ability to provide direct coaching and performance support when required.
• Experience developing executive-level reports, dashboards, presentations, and continuous improvement recommendations.
• Strong client relationship management, communication, facilitation, and stakeholder management skills.
• Strong organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.

• Experience supporting a Health Benefit Exchange (HBE), healthcare payer, Medicaid, eligibility, enrollment, or government benefits program.
• Experience supporting QA programs in regulated healthcare or government service environments.
• Experience implementing or enhancing quality management programs across customer-facing and back-office functions.
• Experience with Amazon Connect, including quality monitoring, reporting, analytics, and operational performance management.
• Experience with Amazon Connect Contact Lens, generative AI-enabled quality monitoring, conversational analytics, automated evaluation tools, sentiment analysis, or similar AI-driven QA capabilities.
• Experience using AI and analytics tools to identify trends, improve coaching effectiveness, and enhance quality review processes.

• Develop and manage a Quality Assurance Plan defining evaluation criteria, review frequency, remediation processes, roles, and responsibilities.
• Execute the QA Plan through call listening, chat and email reviews, scoring, evaluations, and calibration activities.
• Lead and manage a team of QA analysts, ensuring consistent evaluation standards and reliable quality outcomes.
• Maintain and enhance QA scorecards and evaluation methodologies based on program requirements and stakeholder…