Quality Assurance Team Lead, Member Services

Navitus Health Solutions

Call Center Analyst Team Lead evaluating performance of customer service representatives and ensuring adherence to quality standards. Monitoring calls and providing feedback to improve service efficiency.

Posted 6/26/2026full-timeBrentwood • Tennessee • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Evaluating the performance of customer service representatives by monitoring inbound and outbound calls
Ensure adherence to company policies, quality standards, and best practices
Provide detailed, constructive feedback to agents on their performance
Compile and maintain reports on key performance indicators (KPIs) such as customer satisfaction scores
Analyze trends in customer interactions to identify recurring issues
Participate in calibration sessions to ensure consistency in evaluation standards
Identify opportunities for process improvements to enhance service quality
Ensure compliance with company standards and legal regulations

Requirements

What you’ll need

High School Diploma (or GED or High School Equivalence Certificate) Required
Associate degree or higher Required
1+ Years of Call Center Experience-Preferred
Prior experience with Genesys or other Telephony Software-Preferred
Knowledge of Microsoft Office with emphasis on Excel-Required

Benefits

Comp & perks

Equal employment opportunity to all applicants and employees
Compliance with nondiscrimination regulations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer service evaluationperformance monitoringreport compilationKPI analysisprocess improvement

Soft Skills

constructive feedbackattention to detailanalytical thinkingcommunicationteam collaboration

Certifications

High School DiplomaGEDHigh School Equivalence CertificateAssociate degree