Quality Assurance Team Lead- SBS

Waste Management, Inc. (WM)•Windsor, CT

2d•$26 - $29•Hybrid

About The Position

WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WM's largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately ~800 dedicated employees, a state-of-the-art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry. The SBS Quality Assurance Team Lead collaborates with a team of QA Analysts to support overall contact center objectives and drive continuous improvement in service quality and compliance. The Team Lead enhances the customer experience by ensuring performance standards, policies, and procedures are consistently met or exceeded. This role supports the contact center through ongoing coaching and guidance for QA staff, oversight of quality evaluations and calibration activities, analysis of performance trends, and reporting of key quality metrics to inform leadership and operational decision-making.

Requirements

High School Diploma or GED (accredited).
2 years of customer service experience with a minimum of 1 year as a WM customer service representative.
Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing.
No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status
Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period
Proficient in MS Office
Strong keyboarding skills and words per minute
Professional verbal and email communication skills
Excellent verbal, written and analytical skills
Computer skills-MS Office
Typing Skills
Professional phone and email etiquette
Ability to multi task.
Ability to react well under pressure and treats others with respect
Identifies and resolves problems in a timely manner
Prioritizes and plans work activities
Focuses on solving conflicts and listening to others without interrupting
Be punctual at work
Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards.
Balances team and individual responsibilities and helps build a positive team spirit
Adapts and able to deal with frequent changes in the work environment
Able to manage difficult or emotional customer situations and responds promptly to service requests to meet customer commitments.
Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner.

Responsibilities

Provides daily leadership, guidance, and support to Quality Assurance Analysts to ensure accurate, consistent, and timely quality evaluations.
Supports onboarding and ongoing training efforts for new and existing QA staff, including quality standards, tools, calibration processes, and performance expectations.
Reviews and evaluates quality audit appeals, ensuring fair, consistent application of evaluation criteria and collaborating with operations and leadership to determine final outcomes when exceptions or clarifications are required.
Oversees QA workflow and workload distribution to ensure service-level commitments, audit timelines, and coverage requirements are met.
Conducts call, email, and/or system interaction reviews as needed and delivers actionable feedback to QA staff to ensure quality standards are met or exceeded.
Identifies, escalates, and helps remediate sensitive quality or compliance issues, informing leadership as appropriate or taking independent action within established authority.
Maintains subject-matter expertise in customer service processes, quality frameworks, and regulatory requirements; assists with evaluations during high-volume or peak periods as needed.
Serves as a liaison between Quality Assurance, contact center leadership, training teams, and other departments to promote alignment and continuous improvement.
Performs administrative duties such as reporting quality metrics, maintaining documentation, updating procedures, and tracking corrective actions.
Actively participates in departmental, cross-functional, and divisional initiatives related to quality improvement, process optimization, and customer experience enhancement.