Quality Assurance Team Lead- SBS

About the Role

The Quality Assurance Team Lead works with a team of QA analysts to support contact‑center objectives, improve service quality and compliance, and enhance the customer experience. The role provides coaching, oversees quality evaluations and calibration, analyzes performance trends, and reports key metrics to leadership for decision‑making. Daily duties include guiding QA analysts, ensuring accurate and timely quality audits, supporting onboarding and ongoing training, reviewing audit appeals, managing workflow to meet service‑level commitments, and conducting interaction reviews with actionable feedback. The lead also identifies, escalates, and remediates sensitive quality or compliance issues, maintains subject‑matter expertise, and serves as a liaison among QA, operations, training, and other departments. Although the position has no direct supervisory authority, the Team Lead mentors QA staff, delivers performance feedback, supports calibration efforts, and assists with quality‑related escalations and audit appeals, while not handling hiring or formal disciplinary actions. • Lead QA analysts daily, ensuring accurate and timely quality evaluations. • Oversee onboarding and continuous training of QA staff on standards, tools, and calibration processes. • Review audit appeals and apply consistent evaluation criteria in collaboration with operations. • Manage QA workflow, audit timelines, and service‑level commitments. • Conduct call, email, and system interaction reviews, providing actionable feedback. • Identify, escalate, and remediate sensitive quality or compliance issues within authority. • Maintain expertise in service processes, quality frameworks, and regulatory requirements; assist during high‑volume periods. • Liaise between QA, contact‑center leadership, training teams, and other departments to promote alignment. • Report quality metrics, maintain documentation, and track corrective actions. • Participate in cross‑functional initiatives aimed at quality improvement and customer experience enhancement.

Key Responsibilities

• ▸audit reviews
• ▸workflow management
• ▸metrics reporting
• ▸team training
• ▸issue escalation
• ▸quality calibration

What You Bring

Candidates must have a high school diploma or GED, at least two years of customer‑service experience (including one year as a WM representative), and must be in good standing with no recent disciplinary actions. Required skills include proficiency with MS Office, strong typing speed, professional verbal and written communication, and the ability to multitask, work under pressure, and resolve issues promptly. WM is an equal‑opportunity employer in the United States and Canada, providing accommodations for the selection process. The position may require a REAL ID or TSA‑approved alternative for air travel or access to federal property. • Meet qualifications: high school diploma, 2 years customer service (1 year WM), strong MS Office and typing skills, excellent verbal and written communication. • Demonstrate ability to multitask, handle pressure, resolve problems, and foster a positive team environment.

Requirements

• ▸high school
• ▸customer service
• ▸ms office
• ▸typing
• ▸communication
• ▸problem solving

Benefits

The role operates in a hybrid office setting in Windsor, CT, with an hourly pay range of $26‑$29. Employees receive a comprehensive benefits package that includes medical, dental, vision, life insurance, short‑term disability, a stock purchase plan, 401(k) matching, paid vacation, holidays, and personal days.

Work Environment

Office Full-Time