Customer Experience QA Lead

Join Our Team as a Customer Experience Quality Assurance Lead!

Are you an experienced Customer Service associate with a knack for elevating customer service through meticulous quality standards? We seek a CX QA Lead to join our dynamic Customer Experience Team. In this key role, you will execute a five-star quality assurance program that meets and exceeds our customers' service expectations.

WHAT YOU’LL DO:

• Design & Implement Quality Programs: Develop and manage a structured quality monitoring program that assesses agent performance across all customer interaction channels (phone, chat, email, SMS).
• Analyze & Improve: Analyze call trends, customer feedback, and quality scores to drive continuous improvement in service delivery. Utilize tools like Nice inContact to track trends, identify training needs, and implement improvements.
• Conduct Process Reviews: Perform regular process audits to identify performance or compliance gaps, ensuring that our operational, security, and safety protocols are consistently met.
• Collaborate with Leadership: Work closely with senior leadership to align quality assurance programs with business goals and regulatory requirements. Develop and present comprehensive quality scorecards, agent performance reports, and actionable insights.
• Communication: Provide actionable feedback on quality forms and deliver it in a positive, supportive manner that fosters employee growth and performance, while demonstrating a passion for creating exceptional customer experiences.

WHAT WE’RE LOOKING FOR:

Experience

• A minimum of 2+ years in CX Service role providing quality service to our customers
• Technical Proficiency: Hands-on experience with quality management tools such as Nice inContact or ZENDESK or similar platforms is preferred
• Analytical Mindset: The ability to interpret QA data, identify trends, and provide data-driven recommendations for continuous improvement.
• Multi-Site Coordination: Prior experience managing quality processes across multi-site contact centers is preferred.

WHAT’S IN IT FOR YOU:

Join Our Team & Make an Impact! At Orion180, we don’t just meet expectations, we exceed them. If you’re ready to take your career to the next level and be part of a growing, forward-thinking company, apply today!

• Dynamic Environment: On-site role with a fast-paced and collaborative team culture. Results-driven office where your contributions make a real impact.
• Compensation: Competitive base pay and performance bonuses.
• Career Growth: Mentorship, growth tracks, and professional development.
• Benefits: Medical, dental, vision, 401k, paid holidays, PTO and more!

The office environment is fast-paced and collaborative.  An employee must be willing and able to work their regularly assigned work schedule onsite, and in times of need, be able to work an extended schedule depending on company or departmental needs, project requirements, or customer demands. 

While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (<25 lbs); and using standard office equipment such as computers, printers, and phones.  In addition, there is an occasional need to bend, twist, or squat down to open/close cabinets and reach for files or other standard office-type objects.  

Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. 

Reasonable accommodations are available for qualified individuals with disabilities during the application process. Applicants who need accommodations may email hr@orion180.com to request assistance.