WM

Quality Assurance Team Lead – SBS

WM

full-time

Posted on:

Location Type: Hybrid

Location: Windsor • Connecticut • United States

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Salary

💰 $26 - $29 per hour

Job Level

Senior

About the role

  • Collaborates with a team of QA Analysts to support overall contact center objectives and drive continuous improvement in service quality and compliance.
  • Enhances the customer experience by ensuring performance standards, policies, and procedures are consistently met or exceeded.
  • Supports the contact center through ongoing coaching and guidance for QA staff, oversight of quality evaluations, and calibration activities.
  • Analyzes performance trends, and reports key quality metrics to inform leadership and operational decision-making.
  • Provides daily leadership, guidance, and support to Quality Assurance Analysts to ensure accurate, consistent, and timely quality evaluations.
  • Supports onboarding and ongoing training efforts for new and existing QA staff, including quality standards, tools, calibration processes, and performance expectations.
  • Reviews and evaluates quality audit appeals, ensuring fair, consistent application of evaluation criteria and collaborating with operations and leadership to determine final outcomes when exceptions or clarifications are required.
  • Oversees QA workflow and workload distribution to ensure service-level commitments, audit timelines, and coverage requirements are met.
  • Conducts call, email, and/or system interaction reviews as needed and delivers actionable feedback to QA staff to ensure quality standards are met or exceeded.
  • Identifies, escalates, and helps remediate sensitive quality or compliance issues, informing leadership as appropriate or taking independent action within established authority.
  • Maintains subject-matter expertise in customer service processes, quality frameworks, and regulatory requirements; assists with evaluations during high-volume or peak periods as needed.
  • Serves as a liaison between Quality Assurance, contact center leadership, training teams, and other departments to promote alignment and continuous improvement.
  • Performs administrative duties such as reporting quality metrics, maintaining documentation, updating procedures, and tracking corrective actions.
  • Actively participates in departmental, cross-functional, and divisional initiatives related to quality improvement, process optimization, and customer experience enhancement.

Requirements

  • Education: High School Diploma or GED (accredited).
  • Experience: 2 years of customer service experience with a minimum of 1 year as a WM customer service representative.
  • Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing.
  • No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status.
  • Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period.
  • Proficient in MS Office.
  • Strong keyboarding skills and words per minute.
  • Professional verbal and email communication skills.
  • Excellent verbal, written and analytical skills.
Benefits
  • Medical
  • Dental
  • Vision
  • Life Insurance
  • Short Term Disability
  • Stock Purchase Plan
  • Company match on 401K
  • Paid Vacation
  • Holidays
  • Personal Days
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
quality evaluationsperformance metricscustomer servicecall reviewsemail reviewssystem interaction reviewsquality audit appealscoachingtrainingdata analysis
Soft Skills
leadershipguidancecommunicationanalytical skillscollaborationproblem-solvingattention to detailcontinuous improvementinterpersonal skillsorganizational skills