Call Center Quality Assurance Team Lead

  • ICF
  • Oct 11, 2019
Full time Engineering QA-Quality Control

Job Description

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit to find your next career. ICF—together for tomorrow.

The Call Center QA Team Lead is responsible for assessing the quality of the performance of our call center agents. The Team Lead will monitor inbound and outbound calls to assess agents’ demeanor, technical accuracy, call performance, product knowledge and conformity to company policies and procedures.


Oversee a small team of QA agents and assist in scoring calls for a customer service center, objectively measuring skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency and courteous close of call. Provide effective feedback in a constructive manner to the management team on agents via written summary of call scores, real-time feedback on live monitored calls and one-on-one coaching sessions. Plan and forecast QA team workload to make sure auditing requirements are met in a timely manner. Develop and distribute weekly and monthly trend reports to management teams for coaching, feedback and to assist in meeting business goals and objectives. Recommend ongoing training needs and coaching plans based on trends analysis. Conduct regular quality calibrations with department leadership to assure consistency. Maintain collaborative relationships with leadership and all internal and external partners to assure consistency in quality processes and adherence to processes and procedures. Review weekly and monthly quality reports for accuracy and timely address any discrepancies. Maintain current knowledge of applicable federal/state regulations and laws to monitor changes making sure of team/department adaptation and compliance. Evaluate call approaches by rating effectiveness of agents and developing helpful assessments. Directs quality initiatives by requiring adherence to quality assurance policies and procedures. Maintain professional and technical knowledge by attending monthly calibration meetings and pursuing training sessions and professional publications. Communicate issues and actions to management team in a timely and objective manner.


  • At least 3 years Call Center experience
  • At least 2 years of Quality Assurance experience
  • Effective written and oral communications
  • Excellent interpersonal skills
  • Proficient in Microsoft Office with emphasis on Excel, Word and Power Point
  • Ability multitask and successfully operate in a fast paced, team environment
  • Solid time management skills
  • Focus on quality and Customer Service Etiquette
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Must be able to effectively deal with people at all levels inside and outside of the company
  • Must be a self-motivator and self-starter
  • Health / Human Services experience is preferred

ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity)

Reasonable Accommodations are available for disabled veterans and applicants with disabilities in all phases of the application and employment process. To request an accommodation please email and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: EEO is the law and Pay Transparency Statement.