Quality Assurance Lead

About Apexon

Apexon is a digital first technology services firm specializing in accelerating business transformation and delivering human centric digital experiences. We have been meeting customers wherever they are in the digital lifecycle and helping them outperform their competition through speed and innovation.

Apexon brings together distinct core competencies in AI, analytics, app development, cloud, commerce, CX, data, DevOps, IoT, mobile, quality engineering, and UX, along with deep expertise in BFSI, healthcare, and life sciences, helping businesses capitalize on the unlimited opportunities digital offers.

Our reputation is built on a comprehensive suite of engineering services, a dedication to solving clients’ toughest technology problems, and a commitment to continuous improvement. Backed by Goldman Sachs Asset Management and Everstone Capital, Apexon has a global presence across four continents.

We enable #HumanFirstDIGITAL.

We are hiring for a Quality Assurance Lead opportunity.

Role: Quality Assurance Lead

Location: Remote

Position: 1

Work Arrangement: Remote

Role Overview

We are seeking an experienced Quality Assurance Lead to oversee quality assurance activities in a contact center, customer service, or operations environment. The ideal candidate will have strong experience leading QA teams, developing quality assurance plans and evaluation frameworks, managing calibration activities, analyzing operational data, and driving continuous improvement. This role requires direct client engagement, team leadership, and the ability to deliver actionable quality insights across customer-facing and back-office operations.

Required Skills

• 7+ years of Quality Assurance experience in a contact center, customer service, or operations environment.
• 3+ years of experience leading and managing QA teams, including direct supervision of QA analysts.
• Experience designing, implementing, and managing QA programs, frameworks, methodologies, scorecards, and governance processes.
• Experience developing and maintaining Quality Assurance Plans, including evaluation criteria, review schedules, calibration processes, remediation approaches, and reporting standards.
• Experience evaluating calls, chats, emails, document processing, application processing, and operational workflows.
• Experience establishing quality standards and audit methodologies to assess adherence to policies, procedures, business rules, program requirements, and compliance obligations.
• Strong analytical skills to identify trends, root causes, and opportunities for performance improvement.
• Experience leading calibration sessions and ensuring consistent scoring across QA analysts and evaluators.
• Experience partnering with supervisors and operational leaders to develop coaching strategies and performance improvement plans.
• Ability to provide direct coaching and performance support when required.
• Experience developing executive-level reports, dashboards, presentations, and continuous improvement recommendations.
• Strong client relationship management, communication, facilitation, and stakeholder management skills.
• Strong organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.

Preferred Skills

• Experience supporting a Health Benefit Exchange (HBE), healthcare payer, Medicaid, eligibility, enrollment, or government benefits program.
• Experience supporting QA programs in regulated healthcare or government service environments.
• Experience implementing or enhancing quality management programs across customer-facing and back-office functions.
• Experience with Amazon Connect, including quality monitoring, reporting, analytics, and operational performance management.
• Experience with Amazon Connect Contact Lens, generative AI-enabled quality monitoring, conversational analytics, automated evaluation tools, sentiment analysis, or similar AI-driven QA capabilities.
• Experience using AI and analytics tools to identify trends, improve coaching effectiveness, and enhance quality review processes.

Key Responsibilities

• Develop and manage a Quality Assurance Plan defining evaluation criteria, review frequency, remediation processes, roles, and responsibilities.
• Execute the QA Plan through call listening, chat and email reviews, scoring, evaluations, and calibration activities.
• Lead and manage a team of QA analysts, ensuring consistent evaluation standards and reliable quality outcomes.
• Maintain and enhance QA scorecards and evaluation methodologies based on program requirements and stakeholder feedback.
• Establish quality benchmarks and audit methodologies to measure compliance with policies, procedures, program requirements, and operational standards.
• Analyze quality and operational data to identify trends, root causes, and opportunities for improvement.
• Partner directly with clients to communicate findings, present recommendations, respond to requests, and implement agreed-upon changes.
• Collaborate with operational leaders and supervisors to develop coaching strategies and corrective actions based on QA findings.
• Provide direct coaching and performance support when additional leadership involvement is needed.
• Develop and deliver QA reports, dashboards, presentations, and actionable recommendations to drive continuous improvement.
• Evaluate opportunities to leverage Amazon Connect, AI-enabled monitoring, and analytics to enhance quality management processes.

Expected Deliverables

1. Quality Assurance Plan

Develop and maintain a comprehensive plan covering:

• Quality benchmarks and the data collected to measure performance.
• Roles and responsibilities.
• QA methodology and scoring criteria.
• Sampling strategy and review frequency.
• Escalation procedures and remediation processes.
• Reporting cadence, tools, and personnel.
• Calibration activities and continuous improvement processes.

2. Monthly QA Report

Provide monthly reporting that includes:

• Number of contacts evaluated per Customer Service Representative (CSR).
• Average overall QA score.
• Average scores for response time, resolution time, customer satisfaction (CSAT), accuracy, and professionalism.
• First-contact resolution and escalation rates.
• Quality trends and sentiment patterns.
• Key findings, improvement opportunities, and recommendations.

3. Corrective Action Plans (CAPs)

Develop corrective action plans as needed to address identified quality gaps, recurring issues, root causes, and performance improvement opportunities.

Education Requirement

Bachelor’s degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field is preferred.

Our Commitment to Diversity & Inclusion

Did you know that Apexon has been Certified™ by Great Place To Work®, the global authority on workplace culture, in each of the four regions in which it operates: USA for the seventh time in 2026, India for the tenth consecutive time in 2026, the UK for the fourth time in 2026, and Mexico for the second time in 2026.

Apexon is committed to being an equal opportunity employer and promoting diversity in the workplace. We take affirmative action to ensure equal employment opportunity for all qualified individuals. Apexon strictly prohibits discrimination and harassment of any kind and provides equal employment opportunities to all qualified individuals without regard to gender, race, color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.

You can read about our Job Applicant Privacy policy here: Job Applicant Privacy Policy on apexon.com.

Commitment to Environment

Actively contribute to Apexon's commitment to environmental responsibility by following sustainable practices and supporting ESG initiatives.

Our Perks and Benefits

Our benefits and rewards program has been thoughtfully designed to recognize your skills and contributions, elevate your learning experience, and provide care and support for you and your loved ones.

We also offer:

• Health Insurance with Dental & Vision
• 401K Plan
• Life Insurance, STD & LTD
• Paid Vacations & Holidays
• Continuous Skill Based Development and Career Advancement Opportunities

Job Location :

Richmond, Virginia, United States