Lead Quality Analyst

Work at Home
Immediate

Job Description

BroadPath is hiring remote, work from home, Lead Quality Analysts! Lead QA are responsible for assisting with the management of a team of call center quality analysts to ensure compliance and production standards are consistently maintained. The Lead QA will partner with the management team to evaluate team members based on QA trend reporting to provide effective coaching/feedback to agents where applicable. As a work from home associate, BroadPath will provide you with a Laptop, 4 Port USB Hub, Bhive Web Camera and USB Headset.

Responsibilities

  • Supervise a team of call center Quality Analysts to identify areas of service delivery that did not meet performance standards
  • Provide timely feedback to Quality Manager, Call Center Operations, Call Center Leadership and assigned Agents
  • Provide timely coaching to agents in conjunction with Supervisor to ensure continuous improvement
  • Collaborate with Quality team to maintain quality standards and ensure proper evaluation methodology

Basic Qualifications

  • Minimum of one year of recent experience as a QA Lead or Supervisor
  • Previous experience as a QA┬ámeasuring a healthcare team
  • Experience measuring employee performance including coaching to call center metrics
  • Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
  • Excellent verbal and written communication skills
  • Ability to remain focused and productive each day though tasks may be repetitive

Preferred Qualifications

  • Previous successful work at home experience