Survey Center Team Lead

AMDEX Corporation•Potomac, MD

1d•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.

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.

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.