QA & Compliance Lead

About the Role

KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a QA & Compliance Lead in San Diego, Ca.

The QA & Compliance Lead is responsible for maintaining the integrity, consistency, and effectiveness of Quality Assurance and compliance auditing processes across internal and outsourced call center operations. This role ensures that QA evaluations align with company standards, compliance requirements, and scoring guidelines. The position serves as a key liaison with our outsourced call center partner, supporting calibration, audit coordination, reporting, and quality improvement efforts.

The QA & Compliance Lead plays an essential role in reinforcing performance standards, identifying trends, and supporting operational accountability through structured evaluation and reporting processes.

• Evaluate recorded calls and written communications against established company standards.
• Audit QA assessments completed by internal and outsourced QA Specialists to ensure scoring consistency and standard enforcement.
• Review disputed or contested call scores and prepare bi‑monthly reporting under the supervision of the QA & Compliance Manager.
• Support new hire audit processes within defined time frames.

• Serve as primary point of coordination with the compliance audit team at the outsourced call center partner.
• Coordinate compliance auditing assignments and ensure audit agents are calibrated to company standards.
• Create and maintain structured compliance auditing processes in partnership with outsourced teams.

• Assess and analyze scoring reports and QA trends to identify performance patterns and areas for improvement.
• Compile and distribute weekly and monthly QA reports.
• Participate in special QA projects focused on enhancing call assessments, flag tracking, and trend reporting.
• Document findings and provide recommendations to QA leadership.

• Work closely with QA leadership to support ongoing process improvement initiatives.
• Share insights and best practices across QA and operational teams.
• Support initiatives that strengthen alignment between daily QA execution and compliance requirements.

• High school diploma or equivalent
• 1 to 3 years of experience in customer service, hospitality, or related operational environments.
• Experience working in structured, performance-based environments.

• Experience working with outsourced partners.
• Familiarity with CCaaS platforms such as Talk Desk.
• Experience supporting QA, auditing, or compliance-related processes.

• Strong analytical and evaluation skills.
• Ability to apply scoring standards consistently and exercise sound judgment.
• Strong written and verbal communication skills.
• Strong computer proficiency; experience with Google Workspace preferred.

Compensation depends on experience but is typically $25-30 / hr.

Specializing in professional and technical recruiting, KORE1 is committed to supporting top IT, Engineering, Creative, Scientific, Accounting and Finance professionals in their career paths. We build deep relationships with leading companies, connecting them to exceptional talent every day. With extensive industry expertise and unmatched opportunities, our goal is to provide a unique experience for our contractors and consultants as they prepare for their next role.

We are passionate about matching the right people with the right companies.

Kore1 provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Kore1 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Kore1 expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Kore1's employees to perform their job duties may result in discipline up to and including discharge.