QA Team Lead – Healthcare Operations
Empresa
Intugo
Estado
Jalisco
Ciudad
Guadalajara
Tipo de Contrato
Tiempo Completo
Salario
31,500
Descripción
Intugo, in partnership with a foreign company specializing in healthcare contact center and patient scheduling services, is looking for a QA Team Lead to lead quality operations supporting healthcare contact center and patient scheduling teams.
This position is responsible for driving scheduling accuracy, patient experience, compliance, SLA performance, calibration, coaching, and continuous improvement across client programs. The role combines people leadership with hands-on quality management and direct client/stakeholder interaction.
Key Responsibilities
Lead, coach, and develop Quality Supervisors, Team Leads, and Quality Analysts/Auditors supporting patient scheduling and contact center operations.
Set performance expectations and conduct regular one-on-one reviews, coaching sessions, and development planning for direct reports.
Build quality capability through targeted training based on audit findings, error trends, client feedback, and changing healthcare workflows.
Partner with Training and Operations to ensure coaching actions translate into measurable improvements in frontline performance.
Support employee engagement, retention, succession planning, and development of the quality leadership pipeline.
Serve as the Quality Subject Matter Expert for assigned healthcare contact center and patient scheduling clients.
Lead or participate in weekly and bi-weekly client quality reviews and provide quality insights for MBRs, QBRs, and executive reporting.
Present quality trends, root-cause findings, corrective actions, and improvement recommendations in a concise and client-ready manner.
What We’re Looking For:
Must-Have Qualifications
Experience leading Quality Assurance operations within a contact center environment.
Proven experience leading, coaching, and developing QA teams or quality leadership personnel.
Strong knowledge of quality audits, calibration, performance management, root-cause analysis, and corrective actions.
Ability to analyze quality trends and translate findings into coaching and continuous improvement actions.
Experience collaborating with Operations and Training teams.
Strong communication and presentation skills for client and stakeholder meetings.
Ability to communicate quality results, trends, and recommendations in a professional, client-ready format.
Availability to work on-site within the required operating schedule.
Preferred / Nice-to-Have
Previous experience supporting healthcare contact centers, patient scheduling, or related healthcare workflows.
Experience participating in MBRs, QBRs, executive reporting, or recurring client quality reviews.
Experience with employee engagement, retention, succession planning, and leadership development.
Compensation & Benefits
The position offers a gross monthly salary of $31,500 MXN.
Benefits include Mexican law benefits, a 30-day Christmas bonus, food vouchers, and private medical insurance.
This position is responsible for driving scheduling accuracy, patient experience, compliance, SLA performance, calibration, coaching, and continuous improvement across client programs. The role combines people leadership with hands-on quality management and direct client/stakeholder interaction.
Key Responsibilities
Lead, coach, and develop Quality Supervisors, Team Leads, and Quality Analysts/Auditors supporting patient scheduling and contact center operations.
Set performance expectations and conduct regular one-on-one reviews, coaching sessions, and development planning for direct reports.
Build quality capability through targeted training based on audit findings, error trends, client feedback, and changing healthcare workflows.
Partner with Training and Operations to ensure coaching actions translate into measurable improvements in frontline performance.
Support employee engagement, retention, succession planning, and development of the quality leadership pipeline.
Serve as the Quality Subject Matter Expert for assigned healthcare contact center and patient scheduling clients.
Lead or participate in weekly and bi-weekly client quality reviews and provide quality insights for MBRs, QBRs, and executive reporting.
Present quality trends, root-cause findings, corrective actions, and improvement recommendations in a concise and client-ready manner.
What We’re Looking For:
Must-Have Qualifications
Experience leading Quality Assurance operations within a contact center environment.
Proven experience leading, coaching, and developing QA teams or quality leadership personnel.
Strong knowledge of quality audits, calibration, performance management, root-cause analysis, and corrective actions.
Ability to analyze quality trends and translate findings into coaching and continuous improvement actions.
Experience collaborating with Operations and Training teams.
Strong communication and presentation skills for client and stakeholder meetings.
Ability to communicate quality results, trends, and recommendations in a professional, client-ready format.
Availability to work on-site within the required operating schedule.
Preferred / Nice-to-Have
Previous experience supporting healthcare contact centers, patient scheduling, or related healthcare workflows.
Experience participating in MBRs, QBRs, executive reporting, or recurring client quality reviews.
Experience with employee engagement, retention, succession planning, and leadership development.
Compensation & Benefits
The position offers a gross monthly salary of $31,500 MXN.
Benefits include Mexican law benefits, a 30-day Christmas bonus, food vouchers, and private medical insurance.