Quality Team Lead

Quality Team Lead

Lead II - BPM

Who We Are:

UST HealthProof is a trusted partner for health plans, offering an integrated ecosystem for health plan operations. Our BPaaS solutions manage complex admin tasks, allowing our customers to prioritize members' well-being. With our commitment to simplicity, honesty, and leadership, we navigate challenges with our customers to achieve affordable health care for all.

We have a strong global presence and a dedicated workforce of over 4000 people spread across the world.

Our brand is built on the strong foundation of simplicity, integrity, people-centricity, and leadership. We stay inspired in our goal to unburden healthcare and ensure it reaches all, equitably and effectively.

You Are:

UST HealthProof is looking for a Quality Team Lead, reporting to the Quality Group Manager. The Quality Team Lead is responsible for driving excellence in quality, productivity, and data-driven insights across the organization. The Lead will oversee calibration efforts, provide coaching to analysts, and deliver actionable insights that strengthen both operational performance and member experience. In addition, the lead will partner with the leadership team and trainers to identify training opportunities.

The Opportunity:

* Calibration & Client Engagement

o Facilitate and lead client calibration calls to ensure alignment on scoring standards and expectations.

o Partner with internal stakeholders to maintain consistent quality scoring practices.

* Analyst Oversight & Productivity Tracking

o Monitor analyst productivity, ensuring 8-10 monthly scorecards per analyst are completed and tracked accurately.

o Maintain scorecard completion compliance and escalate issues impacting productivity or coverage.

* Coaching & Quality Assurance

o Conduct side-by-side reviews and calibrations with analysts to ensure consistent scoring practices.

o Deliver targeted coaching to analysts to reinforce accuracy, consistency, and development opportunities.

o Perform "quality on quality" reviews to validate the integrity of analyst scoring and reporting.

* Speech Analytics & Continuous Improvement

o Prioritize speech analytics initiatives until Cresta is fully implemented across all clients.

o Identify trends and systemic issues through quality reviews and propose solutions to leadership.

o Partner with training and operations teams to close gaps in agent performance and improve member experience.

o Develop, refine, and maintain the quality program that supports a culture of high industry standards.

o Facilitate peer calibration sessions to ensure alignment of scoring standards across team, client, and agents.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need:

* 3+ years in quality assurance, performance management, or related call center/business operations environment.

* Strong analytical skills with the ability to interpret data and identify actionable trends.

* Proficiency in MS Excel, reporting tools, and quality monitoring platforms.

* Experience in calibration sessions with clients and/or internal stakeholders.

* Strong organizational and time management skills, with the ability to manage multiple priorities simultaneously.

* Bachelor's degree in business, Operations, Quality Management, or related field (or equivalent experience).

* Ability to analyze call center data as it relates to quality, report KPIs, and other operations reports and present findings in a structured way

* Capability to convey messages with understanding to multiple levels throughout the organization.

* Attention to detail and accuracy

* Results driven mindset

For this role, we value:

* Excellent analytical, organizational, problem solving, and verbal and written communication skills.

* Ability to work independently, within a team environment, and with multiple priorities/deadlines.

* Ability to contribute to cross-functional, complex process improvement projects and lead limited-scope process improvement initiatives within the Enrollment team.

* Proficient in current industry standard PC applications and systems (e.g., Access, Excel, Word, and PowerPoint).

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST HealthProof provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote

Compensation Range: $55,000-$70,000

Benefits

Full-time, regular employees accrue up to 16 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave. They are eligible to participate in the Company's 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses. Certain regular employees may have the potential for quarterly incentive-based bonuses and or commissions depending on role. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What We Believe

At UST HealthProof, we envision a bold future for American healthcare. Our values are the bedrock beliefs our organization holds dear. They not only define what our brand stands for but also serve as a compass guiding every action and decision.

Guiding Principles

These principles illuminate the path of 'how' we operate. They detail actions and behaviors we much embody to honor our values and achieve our goals.

* Simplicity

Simplifying complexity underlines everything we do-this approach is what makes us unique. We come with an open mind and straightforward approach, cutting our way to the core with measurable and actionable insights.

* Integrity

Integrity is our currency to build relationships. We believe in being open and honest. It is only natural when we have nothing to hide. It demonstrates that we are here to do the right thing, no matter who is watching.

* People-Centricity

Everything that we do reflects our deep bonds with peers and customers. These aren't mere transactions, but transformational ties. They shape our culture and decisions, affirming that our true value lies in the lives we touch and impact.

* Leadership

Taking ownership is about taking initiative, being in-charge and driving things to completion. It's a brave choice to 'own' all aspects of our work, ensuring we take full responsibility for everything we handle.

Mission

A future possible only when health plans are free from administrative burdens so they can truly focus on what matters more - their members' well-being.

Equal Employment Opportunity Statement

UST HealthProof 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, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and "fair chance" ordinances.

UST HealthProof reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

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Healthcare,Call Center,Call Center Operations