Call Center Quality Lead
Call Center Quality Lead
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Job Description
Job Details
Description
Capitol Bridge LLC is seeking a full-time Quality Lead to lead the Quality Assurance (QA) team and drive performance standards on our Disability Applicant Support program. The Quality Lead is a critical leadership role responsible for maintaining audit consistency identifying trends and supporting continuous improvement efforts.
Pay and Benefits:
Base Rate: $55-58k per year
Health Dental and Vision benefits
401(k) plan with company match
Paid holidays
Paid Time Off (PTO)
Key Responsibilities:
Oversee QA team and manage daily audit operations
Develop refine and enforce audit criteria and quality protocols
Collaborate with Training Supervisors and the PMO Quality team to close performance gaps
Prepare audit trend reports and lead quarterly quality reviews
Own the integrity and accuracy of QA data and process outcomes
Duties and Responsibilities:
Lead and coach Quality Analysts to ensure consistency in packet audits
Monitor QA data for emerging trends and deliver timely insights to leadership
Partner with operational staff to strengthen end-to-end quality performance
Provide written feedback participate in escalated packet reviews and support escalations
Ensure all QA documentation is organized tracked and audit-ready
Recommend process and documentation improvements based on findings
Support onboarding and up-training of QA staff
Education and Qualifications:
Minimum 3 years of leadership in a quality or audit-related role
Deep knowledge of quality assurance methods documentation standards and compliance
Strong written and verbal communication skills
Ability to collaborate cross-functionally and drive results through influence
Highly organized analytical and comfortable working in fast-paced environments
Reasonable Accommodation If you require alternative methods of application or screening you must approach the employer directly to
request this. To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned. EEO Statement CAPITOL BRIDGE is an Equal Opportunity Employer. All employment decisions at CAPITOL BRIDGE are based on business needs job requirements and individual qualifications without regard to race color religion or belief national social or ethnic origin sex (including pregnancy) age physical mental or sensory disability HIV Status sexual orientation gender identity and/or expression marital civil union or domestic partnership status past or present military service family medical history or genetic information family or parental status or any other status protected by the laws or regulations in the locations where we operate. Texting Notice We communicate with applicants by text in addition to email and phone. If you apply for this position we may text you about this position your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you you can opt out at that time.
Employment Type
Full-Time
