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Are you a detail-oriented, analytical, and experienced quality professional ready to support critical business operations and lead high-performing teams for an industry leader? As our next Team Leader, Quality, you will play a vital role in supervising Quality Analysts, overseeing transaction monitoring, and ensuring quality standards meet or exceed client goals.
Work Setup: Remote
Equipment: Company-provided
Job Summary
The Team Leader, Quality is responsible for supervising a team of Quality Analysts and overseeing transaction monitoring, quality audits, and performance feedback to ensure quality standards meet or exceed client goals. This role coaches and develops Quality Analysts, drives process improvement initiatives, and serves as a liaison between Quality, Operations, and clients to resolve issues and support business needs.
Key Responsibilities & Strategic Objectives
Oversee transaction monitoring of new trainees and production employees to ensure quality meets or exceeds client goals and objectives.
Perform regular audits on assigned Quality Analysts to ensure consistency of methods, quality of evaluation, and accuracy of scoring, providing documented feedback on strengths and opportunities.
Review transaction and data trends in functional databases to identify the need to revise existing methods and procedures.
Analyze transaction monitoring and feedback methods to determine effectiveness, and develop action plans to resolve issues in a timely manner.
Supervise a team of Quality Analysts, delegating work, organizing schedules, and providing developmental feedback to support team and process growth.
Coach, mentor, and conduct formal performance appraisals for assigned Quality Analysts, and assist staff with career development goals.
Ensure effective training is conducted for all positions within the assigned area of responsibility, and monitor staffing levels and turnover to recommend retention strategies.
Partner with Talent Acquisition to develop hiring strategies for current and future open positions.
Conduct research, data analysis, and performance trending reviews to identify risk points and recommend proposals for improving Quality Analyst performance, cascading findings to relevant stakeholders.
Review quality reports and analysis used by both clients and operations, and identify and recommend improvements to client policies and procedures that benefit the business.
Set SMART goals for department processes, and review and revise existing processes and procedures to align with those goals.
Create customized monitoring forms to fit client business needs, and lead the creation of responses to priority or highly complex client requests within given deadlines.
Serve as liaison with clients to review and resolve issues, including rebuttals, claims appeals, end-of-shift reports, and other QA-Operations reports.
Lead team meetings and operational-level client calls, and conduct sessions to guide employees across departments on process updates and execution.
Establish and maintain professional relationships with team members and stakeholders, escalating workflow or communication issues to the direct supervisor as needed.
What Does a Day of a Quality Assurance Team Lead Look Like?
Quality Oversight & Auditing: Overseeing transaction monitoring of new trainees and production employees to ensure quality meets or exceeds client goals and objectives. Performing regular audits on assigned Quality Analysts to guarantee evaluation consistency, method quality, and scoring accuracy.
Team Leadership & Development: Supervising a team of Quality Analysts by organizing schedules, delegating work, and providing developmental feedback to support team and process growth. Coaching, mentoring, and conducting formal performance appraisals for assigned analysts while assisting with career development goals.
Client & Operations Liaison: Serving as a liaison with clients to review and resolve issues, including rebuttals, claims appeals, end-of-shift reports, and other QA-Operations reports. Leading team meetings and operational-level client calls to guide employees across departments on process updates and execution.
Data & Process Analysis: Reviewing transaction and data trends in functional databases to identify the need to revise existing methods and procedures. Analyzing monitoring and feedback methods to determine effectiveness and developing action plans to resolve issues in a timely manner.
Strategy & Cross-Functional Support: Partnering with Talent Acquisition to develop hiring strategies for current and future open positions. Setting SMART goals for department processes, creating customized monitoring forms, and reviewing quality reports to recommend business improvements.
What Does a Qualified Candidate Look Like?
Education & Foundational Experience: A Bachelor's degree in Business or a related field, or an equivalent trade qualification, where equivalent work experience may substitute for the educational requirement. A minimum of one to two (1-2) years of experience on a Quality Assurance team within an outsourced services environment.
Core Competencies & Soft Skills: Excellent organizational, planning, time management, and analytical skills, backed by strong team-building, interpersonal, and communication abilities. The ability to lead and supervise effectively in a fast-paced, rapidly changing environment while managing multiple priorities. Strong commercial understanding, with prior accountability for profit or performance targets, alongside a high level of integrity, honesty, and sound judgment.
Nice-to-Have:
Prior experience as a Team Leader, Quality within an outsourced services environment.
Experience with data analytics, along with familiarity with dashboard creation and maintenance.
Knowledgeable on the COPC framework.
Knowledge of or experience with Lean Six Sigma, machine learning, or business intelligence platforms (preferred but not required).
Ninja Perks & Benefits
Competitive Compensation .
Company-Provided Equipment
Retirement Savings Program
Life Insurance Coverage
HMO activated starting on your very first day.
Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second (2) dependent added after one year of service.
Paid Time Off & Birthday Leave
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
