Quality Assurance Team Lead- SBS

WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WM's largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately ~800 dedicated employees, a state-of-the-art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry. 
 
I. Job Summary 
The SBS Quality Assurance Team Lead collaborates with a team of QA Analysts to support overall contact center objectives and drive continuous improvement in service quality and compliance. The Team Lead enhances the customer experience by ensuring performance standards, policies, and procedures are consistently met or exceeded. This role supports the contact center through ongoing coaching and guidance for QA staff, oversight of quality evaluations and calibration activities, analysis of performance trends, and reporting of key quality metrics to inform leadership and operational decision-making. 

II. Essential Duties and Responsibilities  
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned. 

• Provides daily leadership, guidance, and support to Quality Assurance Analysts to ensure accurate, consistent, and timely quality evaluations. 

• Supports onboarding and ongoing training efforts for new and existing QA staff, including quality standards, tools, calibration processes, and performance expectations. 

• Reviews and evaluates quality audit appeals, ensuring fair, consistent application of evaluation criteria and collaborating with operations and leadership to determine final outcomes when exceptions or clarifications are required. 

• Oversees QA workflow and workload distribution to ensure service-level commitments, audit timelines, and coverage requirements are met. 

• Conducts call, email, and/or system interaction reviews as needed and delivers actionable feedback to QA staff to ensure quality standards are met or exceeded. 

• Identifies, escalates, and helps remediate sensitive quality or compliance issues, informing leadership as appropriate or taking independent action within established authority. 

• Maintains subject-matter expertise in customer service processes, quality frameworks, and regulatory requirements; assists with evaluations during high-volume or peak periods as needed. 

• Serves as a liaison between Quality Assurance, contact center leadership, training teams, and other departments to promote alignment and continuous improvement.