Quality Team Leader

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Lead, mentor, and nurture a team of Quality Specialists.

• Evaluate quality, complaint, and performance metrics to pinpoint areas for enhancement.

• Facilitate process improvements, operational initiatives, and change management endeavors.

• Conduct performance evaluations, individual meetings, and coaching sessions.

• Track productivity, quality, and service standards to meet team objectives.

• Oversee workload allocation and promote operational efficiency.

• Act as the escalation point for intricate or high-stakes customer escalations, concerns, and complaints.

• Manage quality assurance checks across the team's outputs to guarantee accuracy, consistency, and compliance with standards.

• Ensure that quality checks and complaint management adhere to regulatory mandates and company benchmarks.

• Collaborate with Claims, Quality, Compliance, Legal, and Customer Experience departments to address issues and enhance results.

• Ensure local application of functional rules and assist in the audit process, addressing findings as necessary.

• Directly engage with customers and partners to resolve issues and strengthen relationships.

• Operate effectively in an environment influenced by artificial intelligence (AI), machine learning, data analytics, and cloud-based tools, responsibly utilizing insights in alignment with our data governance, security, and ethical standards.

⛳️ Requirements

• Associate's degree or an equivalent combination of education and experience.

• Minimum of 3 years of experience in quality assurance, complaint handling, claims, insurance operations, or a related area.

• Prior experience in leadership, supervisory, or team lead roles is preferred.

• Comprehensive understanding of quality assurance, complaint resolution, and regulatory standards.

• Demonstrated coaching and employee development expertise.

• Exceptional problem-solving, decision-making, and conflict resolution skills.

• Strong analytical capabilities and communication proficiency.

• Ability to juggle multiple priorities in a dynamic environment.

• Competence in Microsoft Office and operational reporting tools.

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Retirement savings plans

• Paid time off

• Professional development programs

• Work Well programs