Survey Center Team Lead

AMDEX Corporation • Potomac, MD

2d • $0 - $45 • Remote

About The Position

The Survey Center Team Lead conducts telephone surveys regarding the quality of services provided by the Centers for Medicare & Medicaid Services (CMS). This role balances direct data collection with leadership. In addition to conducting interviews via a computer system, the Team Lead monitors work quality, reviews recorded interviews, provides active coaching, and supervises a team of remote interviewers. This is a fully remote position. Team Leads must provide their own high-speed internet service. The hours of phoning are 9 AM to 8 PM EST Monday through Friday and weekends from 10 AM to 7 PM EST.

Requirements

• High school diploma or GED equivalent.
• Hands-on experience conducting computer-assisted telephone interviews (CATI).
• Proven experience leading, supervising, or coaching a remote team.
• Clear phone enunciation and fluent English communication skills.
• Strong interpersonal skills including courtesy, professionalism, and neutrality.
• Basic computer proficiency, including Microsoft Excel and Access.
• Ability to accurately type at least 30 words per minute.
• Strong attention to detail and organizational skills to manage a remote team.
• US citizens and permanent residents will be considered for this role.

Nice To Haves

• Some college education.
• Experience with quality assurance or reviewing recorded audio files.
• 6+ months of survey research, call center, or customer service experience.
• Prior experience working with Medicare beneficiaries.
• Fluency in reading, writing, and speaking Spanish.

Responsibilities

• Conduct telephone interviews using a Computer-Assisted Telephone Interviewing (CATI) system.
• Read survey questions exactly as written and record responses accurately.
• Compile, record, and code data from mailed surveys.
• Review obtained data for completeness and accuracy.
• Supervise, support, and motivate a team of remote interviewers.
• Listen to recorded interviews to ensure quality and project compliance.
• Provide direct coaching and constructive feedback to improve interviewer performance.
• Monitor interviewer productivity metrics and data quality.
• Assist with training and onboarding new interviewers.
• Actively build skills through collaboration with fellow Team Leads.

Benefits

• Medical
• Dental
• Vision (Base plan employee premiums 100% company paid)
• Employer Paid Life and Disability Insurance, STD and LTD
• Employee Assistance Plan and Employee Discounts
• 11 Federal Holidays
• PTO accrual with carryover
• 401(k) Plan with annual company contribution
• Company paid Cash Balance Plan
• Flexible Spending Accounts: Medical, Dependent, Transit
• Tuition Reimbursement
• Training Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED