Lead Quality Auditor - Contact Center Operations

Responsibilities

• Act as a subject-matter-expert for QA methodology: refine and maintain the evaluation of scorecards/forms, ensure they reflect business objectives, regulatory/compliance requirements, and patient support requirements.
• Support training and coaching of QA auditors: onboarding new auditors, training on scoring, ensuring auditing best practices, peer reviews of auditor work.
• Monitor and report on QA team productivity (e.g., number of calls scored, timeliness of reports, auditor calibration percentages).
• Generate and distribute regular, actionable QA reports (weekly, monthly, quarterly) that include trends, root-cause analysis, score distributions, agent team performance, and improvement opportunities.
• Support ongoing improvement efforts of the Access Management Contact Center: Participate in projects, update processes, and ensure new initiatives are implemented in the QA framework.
• Adhere to and promote compliance with all relevant regulatory, compliance and service standards (especially as it relates to patient support and healthcare environment).
• Lead calibration sessions across the QA auditor team and with supervisors to ensure consistent scoring standards and reliability of data.
• Partner with Supervisors/Operations to communicate quality feedback, participate in huddles or team meetings as needed, and help align agent coaching initiatives with QA findings.
• Serves as a catalyst for complex QA issues. (e.g., inconsistent scoring, unusual calls, process breakdowns) and support manager with resolution.
• Perform monitoring and scoring of customer support calls per defined schedule (in addition to audits) to maintain firsthand contact with agent interactions (as needed).

Qualifications

• Education: High School Diploma, GED, or suitable equivalent.
• Experience: 2+ years experience in a contact center environment, including quality assurance/auditing of customer interactions (calls/chats/emails); experience generating and interpreting data reports/trends (e.g., call quality scores, KPIs); proven ability to mentor, train, or coach others (auditors or agents); strong analytical skills; excellent verbal and written communication skills; demonstrated process-improvement mindset; proficiency in Microsoft Excel (e.g., pivot tables, charts); strong attention to detail, excellent consistency, integrity in auditing, and the ability to work independently; familiarity with contact center technologies (CRM, call monitoring/recording, workforce management) and key KPIs (AHT, FCR, quality score); healthcare/patient support experience is a plus (given ATI Physical Therapy environment).
• Preferred: Prior experience as a lead or senior auditor/analyst in a contact center; experience with process improvement methodologies (Lean, Six Sigma, etc.); experience working with cross-functional stakeholders (Training, Operations, Compliance); strong attention to detail to identify compliance gaps, errors and ensure audit accuracy; excellent internal and external communications skills for clear reporting and collaboration with internal and external stakeholders; strong leadership ability to guide team and drive accountability; ability to train teams on workflows to promote consistency in applying quality standards; data analysis and reporting skills to run reports, interpret data and support evidence–based decisions; time management and organizations to balance multiple audits and priorities effectively; multitasking ability – manages competing priorities in a fast-paced environment; professional presence- build credibility with peers, managers and executives; strong presentation skills to deliver findings and recommendations with impact; technical proficiency in Microsoft Office, Excel, PowerPoint, Outlook, Teams, and One Drive.