Quality Operations Lead / Manager Exp with Contact Center (Amazon Connect) || G.C / U.S.C
12+Mnoths
Remote
W2 Only (No C2C)
Role Summary:
Lead the end-to-end quality management program for a multi-channel contact center leveraging Amazon Connect and Contact Lens. You will design the QA strategy, manage a team of QA analysts, operationalize evaluation and calibration processes, translate insights into action with operations leaders, and deliver executive-ready reporting that drives measurable improvements in customer experience, compliance, and efficiency.
Core Responsibilities:
- Own the Quality Management System (QMS) for voice, chat, email, and back-office reviews, including program design, governance, and continuous improvement
- Build and maintain the QA Plan: evaluation criteria, sampling models, scoring rubrics, review cadence, calibration procedures, escalation/appeals, and reporting standards
- Lead day-to-day QA operations: call listening, chat/email audits, document and application processing reviews, scoring, and variance management across analysts
- Establish and maintain quality standards to verify adherence to policies, procedures, program requirements, business rules, and compliance obligations
- Run regular calibration sessions; minimize inter-rater variability and maintain scoring fidelity across sites and shifts
- Analyze quality and operational data to identify trends and root causes; develop corrective action plans and partner with supervisors to enable coach-the-coach execution
- Develop and deliver executive dashboards, monthly insights packs, and recommendations; influence stakeholders to adopt process improvements
- Implement and enhance AI-enabled and automated quality capabilities using Amazon Connect Contact Lens (auto-evaluations, sentiment, categories, keywords) and similar tools
- Collaborate with WFM/operations leaders to align QA focus with volume drivers, customer journeys, and key outcomes (CSAT, FCR, AHT, accuracy, compliance)
- Provide hands-on coaching support during escalations, launches, or performance recovery efforts
- Manage and mentor QA analysts: hiring, onboarding, training, goal setting, performance management, and career development
- Ensure data privacy and security practices (e.g., HIPAA/PHI where applicable) and audit readiness across QA processes and artifacts
Required Qualifications:
- 7+ years in Quality Assurance within a contact center, customer service, or operations environment
- 3+ years leading QA teams with direct supervision of QA analysts
- Proven ownership of QA program design and execution: frameworks, scorecards, governance, sampling, and calibration
- Demonstrated experience auditing calls, chats, emails, and back-office workflows; setting audit methodologies and compliance checks
- Strong analytical capability to synthesize QA and operations data, identify root causes, and translate findings into actionable improvement plans
- Experience building executive-level reports and presentations; confident presenter with strong client/stakeholder management skills
- Ability to partner with operations leadership on coaching strategies, performance improvement plans, and closed-loop remediation
- Excellent written and verbal communication; strong organization and problem-solving skills; comfortable managing multiple priorities in a fast-paced setting
- Hands-on experience with Amazon Connect and Contact Lens or a comparable CCaaS/QM platform
Preferred Qualifications:
- Experience supporting Health Benefit Exchange, Medicaid, healthcare payer, eligibility/enrollment, or government benefits programs
- Background in highly regulated healthcare or public sector environments; familiarity with HIPAA/PHI and compliance audits
- Track record implementing QA across both frontline and back-office functions
- Experience with AI-driven QM: automated evaluations, conversational analytics, sentiment analysis, intent/category tagging, and QA workflow automation
- Proficiency with analytics and reporting tools (e.g., Amazon QuickSight, Tableau, Power BI; basic SQL a plus)
- Process improvement credentials (e.g., Lean Six Sigma, COPC) and/or quality certifications
- Experience guiding change management across internal teams and BPO/vendor partners
Success Metrics and Deliverables:
- Quality Assurance Program/Plan: methodology, scoring criteria, sampling, calibration, escalation, reporting cadence, toolset, roles/responsibilities, continuous improvement roadmap
- Monthly QA Insights Report: volumes evaluated per CSR; overall QA score; sub-scores for response/resolution time, CSAT, accuracy, professionalism; FCR and escalation rates; trend and sentiment insights; risk/compliance exceptions
- Calibration Outcomes: documented sessions and variance metrics with targets; action plans to reduce drift
- Corrective Action Plans: issue definition, root cause, remediation steps, owners, timelines, and impact tracking
- Dashboards and Data Products: near-real-time QA and operational views for leaders; clear linkage to KPIs (CSAT, FCR, AHT, accuracy, compliance)
- Measurable improvements in quality, customer outcomes, and operational efficiency; audit readiness and adherence
Tools and Environment:
- Amazon Connect and Contact Lens (or equivalent CCaaS/QM)
- Knowledge of WFO/WFM suites, ticketing/CRM systems, and QA workflow tools
- BI/analytics platforms; collaboration and documentation tools
Reporting Line and Work Model:
- Reports to Director of Customer Operations or Head of Customer Experience/Quality
- Remote or hybrid; willingness to flex hours to support calibration or peak operations; occasional travel (0–10%)
Alternate Titles to Broaden Candidate Reach:
- Senior Manager, Contact Center Quality and Analytics
- Quality Assurance Lead, Customer Operations (Amazon Connect)
- Manager, Quality and Compliance, Contact Center Experience
