QA & Compliance Lead
About The Position
The QA & Compliance Lead is responsible for maintaining the integrity, consistency, and effectiveness of Quality Assurance and compliance auditing processes across internal and outsourced call center operations. This role ensures that QA evaluations align with company standards, compliance requirements, and scoring guidelines. The position serves as a key liaison with our outsourced call center partner, supporting calibration, audit coordination, reporting, and quality improvement efforts. The QA & Compliance Lead plays an essential role in reinforcing performance standards, identifying trends, and supporting operational accountability through structured evaluation and reporting processes.
Requirements
- High school diploma or equivalent
- 1 to 3 years of experience in customer service, hospitality, or related operational environments
- Experience working in structured, performance-based environments
- Strong analytical and evaluation skills
- Ability to apply scoring standards consistently and exercise sound judgment
- Strong written and verbal communication skills
- Strong computer proficiency; experience with Google Workspace preferred
- Ability to balance customer experience considerations with program integrity
- Organized and detail-oriented with the ability to manage recurring and time-sensitive tasks
- Reliable attendance and punctuality
Nice To Haves
- Experience working with outsourced partners
- Familiarity with CCaaS platforms such as TalkDesk
- Experience supporting QA, auditing, or compliance-related processes
Responsibilities
- Evaluate recorded calls and written communications against established company standards
- Audit QA assessments completed by internal and outsourced QA Specialists to ensure scoring consistency and standard enforcement
- Review disputed or contested call scores and prepare bi-monthly reporting under the supervision of the QA & Compliance Manager
- Support new hire audit processes within defined timeframes
- Serve as primary point of coordination with the compliance audit team at the outsourced call center partner
- Coordinate compliance auditing assignments and ensure audit agents are calibrated to company standards
- Create and maintain structured compliance auditing processes in partnership with outsourced teams
- Assess and analyze scoring reports and QA trends to identify performance patterns and areas for improvement
- Compile and distribute weekly and monthly QA reports
- Participate in special QA projects focused on enhancing call assessments, flag tracking, and trend reporting
- Document findings and provide recommendations to QA leadership
- Work closely with QA leadership to support ongoing process improvement initiatives
- Share insights and best practices across QA and operational teams
- Support initiatives that strengthen alignment between daily QA execution and compliance requirements
Benefits
- 100% company-paid Medical, Dental, and Vision coverage
- Generous bonus package
- Unlimited Vacation policy
- Paid Sick Leave and paid holidays
- Paid bereavement leave
- Paid Parental Leave and subsidized dependent care
- Student Loan Repayment Program and 529 Education Savings Plan
- Training and education reimbursement
- 401(k) Plan with company match
- Paid parking
- Pet insurance
- Employee referral rewards
- Complimentary lunches for onsite employees
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
