QA Team Lead

Role and Responsibilities  

We are looking for an experienced supervisor to organize and oversee our QA team, someone who can coach and motivate our analysts. You will be responsible for inspiring and leading our team members by example. We expect you to be detail oriented and have experience in supervising others and motivating them to achieve business goals by ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to agents. 

DUTIES AND RESPONSIBILITIES: 

Team Development: 

• Mentor, train, and develop team members to enhance their skills and performance.
• Conduct regular training sessions and workshops to keep the team updated on best practices and industry standards.
• Create and implement individual development plans for team members to support their career growth and professional development.
• Identify and address training needs within the team.
• Foster a positive and collaborative team environment.

Supervision and Oversight: 

• Oversee the daily operations of the QA team, ensuring that all tasks are completed accurately and efficiently.
• Monitor team performance, provide regular feedback and conduct performance evaluations.
• Assign tasks and responsibilities.
• Manage team schedules and workloads to ensure optimal productivity and coverage.
• Supervise daily activities of the quality assurance team to ensure efficient workflow.
• Ensure compliance with company policies, procedures, and industry regulations.
• Implement and maintain quality assurance protocols and standards.

Quality Assurance: 

• Develop, implement, and maintain quality assurance policies and procedures for the QA department.
• Conduct regular audits and reviews to identify areas for improvement and ensure compliance with company standards and regulatory requirements.
• Analyze audit findings and work with the team to implement corrective actions and process improvements.
• Collaborate with other departments such as Operations and Training to resolve discrepancies and improve processes.

Reporting and Analysis: 

• Prepare and present regular reports on team performance, audit results, and quality metrics to senior management.
• Utilize data analysis to identify trends, risks, and opportunities for improvement within the QA department.
• Develop and track key performance indicators (KPIs) to measure the effectiveness of the quality assurance program.

Collaboration: 

• Work closely with other departments, to ensure a seamless and integrated approach to call center operations and revenue cycle management.
• Participate in cross-functional projects and initiatives to improve overall company performance and client satisfaction.

Continuous Improvement: 

• Proactively seek opportunities to improve quality assurance processes and procedures.
• Lead initiatives aimed at enhancing efficiency and reducing errors.
• Stay updated with best practices and incorporate them into the department’s operations.

Communication: 

• Communicate effectively with upper management regarding team progress and challenges.
• Keep abreast of industry changes and updates, ensuring the team is informed and compliant.
• Facilitate team meetings to discuss progress, share updates, and brainstorm solutions.

Disputes and Escalations: 

• Identify, document, and manage non-conformities and quality issues.
• Coordinate the implementation of corrective and preventive actions.
• Inform upper management about any situations related to challenging issues.

NECESSARY ATTRIBUTES: 

• Customer-oriented and problem-solver mindset.
• Ability to plan, execute and control a project, establishing realistic estimates and reporting metrics.
• Ability to lead and motivate teams to perform at their best.
• Able to effectively prioritize work daily.
• Strong on negotiation, conflict resolution and influencing skills.

QUALIFICATIONS: 

• 3+ years of related medical industry experience.
• Previous experience in QA activities supervision.
• C1 Level English written and oral.
• Strong oral, written, and interpersonal communication skills, sufficient for both internal and customer-facing communications.
• Strong knowledge of Call Center and RCM processes.