QA & Compliance Lead

This position is Hybrid with 4 days onsite and 1 day remote, per week.

Will be located near Downtown San Diego.

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