QC Team Lead

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $74k / year

⏰ Full Time

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Natera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2004

🏥 Healthcare

🧬 Biotechnology

⚕️ Healthcare Insurance

Healthcare • Biotechnology • Healthcare Insurance

Natera is a global leader in cell-free DNA testing technology, specializing in non-invasive genetic testing and diagnostics. The company's innovative solutions focus on areas such as prenatal screening, cancer detection, and organ transplant monitoring. By using advanced bioinformatics and DNA analysis, Natera provides healthcare professionals and patients with critical information to make more informed medical decisions.

📋 Description

• Assist the Quality Supervisor in overseeing daily Quality Assurance team operations • Mentor and support QA team members • Motivate the team to meet and exceed quality expectations • Evaluate inbound and outbound calls for script, SOP, accuracy, empathy, communication clarity, and compliance adherence • Provide actionable feedback and recommend coaching or refresher training • Conduct secondary reviews of 2–3 calls per auditor weekly • Report next steps and identify missed QA opportunities • Manage and resolve call-scoring disputes within 48 hours • Update the Natera Audit Log and track agent job-status changes • Balance auditor workloads and distribute additional tasks fairly • Maintain weekly auditor daily trackers and forecast upcoming tasks and deadlines • Generate and analyze call-quality, trend, and agent-performance reports • Provide data-driven insights to management • Ensure compliance with internal guidelines and legal data privacy requirements, including HIPAA and GDPR • Liaise between QA and Operations teams • Participate in calibration sessions, virtual team meetings, and training sessions

🎯 Requirements

• High school diploma or equivalent required • Minimum of 3 years in a call center or customer service environment • At least 1 year in a quality assurance or team lead capacity • Familiarity with Quality Management Systems (QMS) required • Strong attention to detail and analytical skills • Excellent verbal and written communication skills • Skilled in call monitoring software, CRM systems, and Microsoft Office Suite (Word, Excel, PowerPoint) • Ability to troubleshoot performance issues, address workflow bottlenecks, and implement interventions • Associate’s or Bachelor’s degree in business, customer service management, or a related field is a strong plus

🏖️ Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and dependents • Free testing for employees and immediate families • Fertility care benefits • Pregnancy and baby bonding leave • 401(k) benefits • Commuter benefits • Employee referral program