QC Team Lead

Job Summary The Quality Team Lead assists the Quality Supervisor in overseeing the daily operations of the Quality Assurance team. This role is essential to driving continuous improvement by reviewing calls, providing actionable feedback to agents, and ensuring strict adherence to company policies, regulatory requirements, and service-level standards. The Team Lead acts as a mentor and guide, identifying training needs and recommending process enhancements to consistently deliver an exceptional caller experience. Key Responsibilities Team Leadership & Development Mentor and Support: Provide ongoing guidance to the quality assurance team to enhance their skills and confidence. Drive Motivation: Encourage the team to consistently meet and exceed quality expectations in a positive, collaborative work environment that promotes high morale and productivity. Feedback & Coaching: Deliver detailed, actionable insights to agents based on call evaluations. Collaborate with the training team to recommend targeted coaching sessions or refresher courses. Quality Evaluation & Auditing Call Monitoring: Evaluate inbound and outbound calls to ensure agents adhere to scripts, standard operating procedures, and compliance regulations (assessing accuracy, empathy, and communication clarity). Audit the Auditor: Conduct secondary reviews of 2-3 calls per auditor on a weekly basis, reporting on next steps and identifying any missed QA opportunities. Dispute Resolution: Manage and assist with call scoring disputes from supervisors and managers, ensuring resolution within a 48-hour turnaround time. Workflow & Task Management Roster Management: Update the roster on the Natera Audit Log for agents beginning their QA journey, accurately tracking job status changes. Workload Balancing: Ensure auditor workloads are balanced and fairly distributed alongside additional tasks. Daily Tracker Maintenance: Update auditors' daily trackers on a weekly basis, forecasting upcoming tasks (e.g., root cause presentations, approved time off, leadership requests) to ensure all deadlines are met. Reporting, Compliance & Collaboration Data Analysis: Generate and analyze reports on call quality scores, trends, and agent performance metrics. Provide data-driven insights to management for strategic decision-making. Regulatory Compliance: Ensure agents strictly comply with internal guidelines and legal data privacy requirements (HIPAA, GDPR, etc.). Cross-Functional Alignment: Act as a liaison between the QA and Operations teams. Attend regular calibration sessions to ensure quality scoring criteria are aligned across departments. Required Skills & Qualifications Education & Experience Education: High school diploma or equivalent required. (An Associate’s or Bachelor’s degree in business, customer service management, or a related field is a strong plus). Experience: Minimum of 3 years in a call center or customer service environment, including at least 1 year in a quality assurance or team lead capacity. Familiarity with Quality Management Systems (QMS) is required. Key Competencies Analytical Skills: Strong attention to detail with the ability to accurately assess caller interactions, identify performance gaps, and propose effective solutions. Communication: Excellent verbal and written communication skills to deliver clear, constructive feedback and collaborate effectively with diverse teams. Technical Proficiency: Skilled in using call monitoring software, CRM systems, and the Microsoft Office Suite (Word, Excel, PowerPoint). Experience with performance management tools is a plus. Problem-Solving: Proven ability to troubleshoot performance issues, address workflow bottlenecks, and implement appropriate interventions. Work Environment This is a full-time, remote position based in a call center environment. The role requires extended periods of sitting at a computer, actively listening to calls, and generating feedback reports. Requires active participation in virtual team meetings, training sessions, and calibration discussions. The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations. Remote USA $74,000 — $74,000 USD OUR OPPORTUNITY Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management. WHAT WE OFFER Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program! For more information, visit www.natera.com . Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide. All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws. If you are based in California, we encourage you to read this important information for California residents. Link: https://www.natera.com/notice-of-data-collection-california-residents/ Please be advised that Natera will reach out to candidates with a @ natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes. For more information: - BBB announcement on job scams - FBI Cyber Crime resource page