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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in quality assurance processes, call auditing, and structured feedback methods within a contact center environment. Proficient in delivering training, coaching, and insights to enhance team performance and member experience.
Highest-signal resume keywords
Quality AssuranceCall AuditingTraining DeliveryCoaching SkillsWorkforce Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
QA ScorecardsCall AuditingStructured Feedback MethodsContact Center TelephonyCRM SystemsQA ToolingData AnalysisCurriculum DevelopmentMember Experience ImprovementTrend Identification
Soft Skills
Excellent Communication SkillsHighly OrganizedDetail-OrientedCoaching AbilityCollaboration
Tools & Technologies
WorkdayCRM SystemsQA Tools
Certifications & Qualifications
ATD CertificationCPTD CertificationCOPC Certification
Industry Keywords
Contact CenterMember ServicesLegal ServicesInsuranceMember-Benefit Programs
About the role
Key responsibilities & impact- Support delivery and execution of quality assurance for the Member Intake team
- Partner with the Training and Quality Manager to onboard new hires and deliver ongoing training
- Conduct call audits using the approved QA scorecard
- Provide objective, evidence-based scoring and written feedback
- Identify individual and team-level trends in call handling, disposition accuracy, verification compliance, and member experience
- Surface QA trends to Supervisors and the Training and Quality Manager
- Participate in QA calibration sessions
- Monitor use of the Primary + Secondary disposition framework and flag misuse patterns
- Provide Supervisors with QA insights, sample calls, and skill-building resources for 1:1 coaching
- Deliver direct coaching to agents on QA feedback
- Support remediation, upskilling, and top-performer development
- Contribute to weekly and monthly QA reports
- Surface recurring member pain points and workflow gaps
- Refine audit and coaching approaches based on outcomes, agent feedback, and manager guidance
Requirements
What you’ll need- 2+ years in a contact center or member services environment
- Experience in a QA or team-lead capacity preferred
- Familiarity with QA scorecards, call auditing, and structured feedback methods
- Working knowledge of contact center telephony
- Working knowledge of workforce management platforms (Workday or equivalent)
- Working knowledge of CRM systems and QA tooling
- Excellent written and verbal communication skills
- Comfortable in front of a virtual classroom, on a 1:1 coaching call, and sharing insights with leadership
- Highly organized and detail-oriented
- Ability to manage multiple cohorts, curriculum updates, and QA cycles in parallel
- Prior experience in a legal services, insurance, or member-benefits contact center preferred
- Familiarity with LegalShield membership, intake workflows, or comparable member-benefit programs preferred
- Instructional design or QA certification (ATD, CPTD, COPC, or equivalent) preferred
- Bachelor's degree or equivalent experience preferred
Benefits
Comp & perks- Medical, dental, and vision coverage
- Company-paid short-term disability insurance
- Company-paid basic life and AD&D insurance
- 401(k) retirement plan with company match
- Paid time off
- Paid holidays
- Paid sick leave
- Paid parental leave
- LegalShield and IDShield membership plans