Hybrid Quality Assurance Team Lead – SBS

at WM

• Job title: Quality Assurance Team Lead – SBS
• Job type: Full Time
• Experience level: Senior
• Salary: $26 - $29 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Windsor, United States

About the role

• Quality Assurance Team Lead at WM Strategic Business Solutions managing QA Analysts and enhancing customer service quality. Collaborates on contact center objectives and drives compliance improvements.

Responsibilities

• Collaborates with a team of QA Analysts to support overall contact center objectives and drive continuous improvement in service quality and compliance.
• Enhances the customer experience by ensuring performance standards, policies, and procedures are consistently met or exceeded.
• Supports the contact center through ongoing coaching and guidance for QA staff, oversight of quality evaluations, and calibration activities.
• Analyzes performance trends, and reports key quality metrics to inform leadership and operational decision-making.
• Provides daily leadership, guidance, and support to Quality Assurance Analysts to ensure accurate, consistent, and timely quality evaluations.
• Supports onboarding and ongoing training efforts for new and existing QA staff, including quality standards, tools, calibration processes, and performance expectations.
• Reviews and evaluates quality audit appeals, ensuring fair, consistent application of evaluation criteria and collaborating with operations and leadership to determine final outcomes when exceptions or clarifications are required.
• Oversees QA workflow and workload distribution to ensure service-level commitments, audit timelines, and coverage requirements are met.
• Conducts call, email, and/or system interaction reviews as needed and delivers actionable feedback to QA staff to ensure quality standards are met or exceeded.
• Identifies, escalates, and helps remediate sensitive quality or compliance issues, informing leadership as appropriate or taking independent action within established authority.
• Maintains subject-matter expertise in customer service processes, quality frameworks, and regulatory requirements; assists with evaluations during high-volume or peak periods as needed.
• Serves as a liaison between Quality Assurance, contact center leadership, training teams, and other departments to promote alignment and continuous improvement.
• Performs administrative duties such as reporting quality metrics, maintaining documentation, updating procedures, and tracking corrective actions.
• Actively participates in departmental, cross-functional, and divisional initiatives related to quality improvement, process optimization, and customer experience enhancement.

Requirements

• Education: High School Diploma or GED (accredited).
• Experience: 2 years of customer service experience with a minimum of 1 year as a WM customer service representative.
• Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing.
• No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status.
• Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period.
• Proficient in MS Office.
• Strong keyboarding skills and words per minute.
• Professional verbal and email communication skills.
• Excellent verbal, written and analytical skills.

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Short Term Disability
• Stock Purchase Plan
• Company match on 401K
• Paid Vacation
• Holidays
• Personal Days