Quality Analyst Lead
On-siteWichita, Kansas, United States
Job Summary
Conduct evaluations, audits, and calibration sessions to maintain consistent quality standards across a team of approximately 20 agents. Identify quality gaps, incorrect responses, and inconsistencies in case handling, then provide targeted coaching and clear direction to prevent future issues. Address performance concerns with Specialists and Team Leads while supporting the implementation of practical improvement plans. Spend at least 5% of work time handling customer inquiries to stay grounded in frontline processes. Prepare quality reports highlighting trends, root causes, and risks, along with actionable recommendations for leadership. Partner with Training, Operations, and Workforce teams to integrate quality insights into coaching and procedural updates. Refine scorecards and evaluation criteria to align with business goals, compliance needs, and customer experience priorities.
Required Qualifications
- 3–5+ years of QA or operations experience in a contact center
- Strong understanding of quality frameworks, scorecards, and audit methodologies
- Ability to analyze trends and present actionable insights
- Experience facilitating calibrations and coaching conversations
- High attention to detail and strong documentation skills
- Proficiency in analytics and reporting tools
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Experience creating QA programs from inception
- Familiarity with speech analytics or automated QA platforms
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to drug screening
- Must be willing to submit to a LEVEL II background check
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