Survey Center Team Lead

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Conduct telephone interviews utilizing a Computer-Assisted Telephone Interviewing (CATI) system.

• Read survey questions verbatim and accurately record responses.

• Compile, document, and code data from mailed surveys.

• Review gathered data for completeness and precision.

• Supervise, support, and motivate a team of remote interviewers.

• Listen to recorded interviews to ensure quality and adherence to project standards.

• Provide direct coaching and constructive feedback to enhance interviewer performance.

• Monitor productivity metrics and data quality of interviewers.

• Assist in training and onboarding new interviewers.

• Develop skills through collaboration with fellow Team Leads.

• Conduct surveys regarding the quality of services offered by the Centers for Medicare & Medicaid Services (CMS).

⛳️ Requirements

• High school diploma or GED equivalent.

• Practical experience in conducting computer-assisted telephone interviews (CATI).

• Demonstrated experience in leading, supervising, or coaching a remote team.

• Clear phone enunciation and fluent English communication skills.

• Strong interpersonal skills, including courtesy, professionalism, and neutrality.

• Basic computer skills, including proficiency in Microsoft Excel and Access.

• Ability to accurately type a minimum of 30 words per minute.

• Strong attention to detail and organizational abilities to manage a remote team.

• Only U.S. citizens and permanent residents will be considered.

• Some college education is preferred.

• Experience in quality assurance or reviewing recorded audio files is preferred.

• 6+ months of experience in survey research, call center, or customer service is preferred.

• Previous experience working with Medicare beneficiaries is preferred.

• Fluency in reading, writing, and speaking Spanish is preferred.

• Resume and cover letter are required.

🏝️ Benefits

• Medical, dental, and vision insurance (base plan employee premiums fully paid by the company).

• Employer-paid life and disability insurance, including short-term and long-term disability.

• Employee Assistance Plan and employee discounts.

• 11 federal holidays.

• PTO accrual with carryover options.

• 401(k) plan with annual company contributions.

• Company-paid cash balance plan.

• Flexible Spending Accounts for medical, dependent care, and transit.

• Tuition reimbursement and training assistance.

• Competitive salary package.

• Fully remote work arrangement.