QA & Compliance Lead

Own and oversee QA standards and evaluation processes across internal teams and outsourced partners.
Evaluate recorded calls and written communications against established standards to ensure consistent scoring.
Audit QA assessments for consistency, review disputed scores, and produce bi-monthly reporting.
Coordinate with outsourced center’s compliance audit team, calibrate audit agents, and maintain structured processes.
Analyze QA data and trends, compile weekly and monthly reports, and support improvements.
Collaborate cross-functionally to align QA execution with compliance requirements and drive performance.