Quality Assurance Lead

QUALITY ASSURANCE LEAD

Reporting to: Training & QA Manager

Job Summary

The Quality Assurance Lead is responsible for leading the day-to-day Quality Assurance function, ensuring consistent quality monitoring, evaluation accuracy, and continuous improvement across assigned client programs. This role partners closely with Operations, Training, and clients to improve quality performance, enhance the customer experience, and foster Imagenet's Zero Error Mindset by promoting accuracy, accountability, prevention, and continuous improvement.

The QA Lead analyzes quality trends, conducts root cause analysis, facilitates calibrations, coaches Quality Analysts, and develops actionable quality improvement plans that help exceed client expectations and achieve operational excellence.

Key Responsibilities

• Lead the day-to-day activities of the Quality Assurance team and ensure high standards of quality monitoring and evaluation.
• Support the achievement and continuous improvement of client quality score targets and contractual quality requirements.
• Promote Imagenet's Zero Error Mindset by encouraging a culture of quality, accountability, accuracy, and defect prevention.
• Ensure consistency, compliance, and scoring accuracy across Quality Analysts through regular audit reviews and calibration activities.

• Identify quality trends and recommend proactive solutions that prevent defects before they impact the customer experience.
• Support initiatives that improve customer satisfaction, operational performance, and quality outcomes beyond minimum client expectations.
• Analyze QA findings, customer feedback, CSAT results, and operational metrics to identify opportunities for improvement.
• Assist in implementing process improvement initiatives using Lean, Six Sigma, or other continuous improvement methodologies when applicable.

• Conduct root cause analysis to identify recurring quality issues and recommend corrective and preventive actions.
• Monitor quality performance and escalate emerging risks that may impact client scorecards, compliance, or customer experience.
• Prepare quality scorecards, dashboards, and performance reports for leadership and client review.
• Present quality trends, findings, and recommendations during operational meetings and Weekly Business Reviews.

• Collaborate with Operations leaders to improve quality performance through coaching, process improvements, and performance management initiatives.
• Facilitate internal and client calibration sessions to ensure consistent quality standards and evaluation criteria.
• Assist in developing, implementing, and monitoring Quality Improvement Plans (QIPs) to drive sustained performance improvements.
• Provide data-driven recommendations that support operational excellence and customer satisfaction.

• Provide day-to-day leadership, coaching, and mentorship to Quality Analysts.
• Ensure Quality Analysts maintain evaluation accuracy, productivity, and compliance with established standards.
• Promote accountability, ownership, and continuous development within the Quality team.
• Support onboarding, training, and ongoing development of Quality team members.
• Reinforce the principle that quality is a shared responsibility across all operational teams.

• Conduct and review quality audits to ensure compliance with internal standards and client requirements.
• Generate accurate quality, productivity, and performance reports.
• Maintain quality documentation, audit records, and reporting accuracy.
• Present Quality updates during Weekly Business Reviews and leadership meetings.

• Bachelor's degree in Business, Management, Communications, or a related field, or equivalent work experience.
• Proven experience in a Contact Center Quality Assurance environment, preferably within a BPO or client-facing organization.
• Previous experience serving as a Quality Lead, Senior Quality Analyst, Team Lead, or in a similar leadership role.
• Demonstrated success supporting improvements in client QA scores, compliance, and customer experience metrics (CSAT, QA, accuracy, etc.).
• Strong coaching and leadership skills with the ability to develop Quality Analysts and partner effectively with Operations leaders.
• Experience conducting quality calibrations and presenting quality performance to internal stakeholders and clients.
• Excellent analytical and root cause analysis skills with the ability to translate quality trends into actionable improvement plans.
• Experience developing or supporting Quality Improvement Plans (QIPs).
• Strong understanding of contact center quality methodologies, customer experience principles, and performance management.
• Excellent communication, presentation, and interpersonal skills.
• Experience using quality monitoring platforms, reporting tools, Microsoft Excel, and dashboards.
• Ability to manage multiple priorities in a fast-paced, client-driven environment.

What We Offer:

• HMO (Medical and Dental) Coverage Day 1 w/ 1 Free Dependent
• Competitive Salary

COMPANY OVERVIEW

Imagenet is a leading provider of back-office support technology and tech-enabled outsourced services to healthcare plans nationwide. Imagenet provides claims processing services, including digital transformation, claims adjudication and member and provider engagement services, acting as a mission-critical partner to these plans in enhancing engagement and satisfaction with plans’ members and providers.

The company has also developed an innovative workflow technology platform, JetStreamTM, to help with traceability, governance and automation of claims operations for its clients.

Imagenet is headquartered in Tampa, operates 10 regional offices throughout the U.S. and has a wholly owned global delivery center in the Philippines.