Quality Lead - Retirement Services and Quality Reviewer

Quality Squad Lead: Retirement Services

Rate: $8/hour

Hours: 40 hours per week, 9am–6pm ET

Who Are We Looking For?

We're looking for a quality-focused Squad Lead to own call and ticket quality across two customer support teams within retirement services, a fast-growing retirement savings platform. This person does not take calls. Their whole job is quality: reviewing interactions daily, spotting where agents fall short of the standard, and turning what they find into coaching, training, and process fixes.

The ideal candidate has QA experience in a call center, knows what a great support call sounds like, and can explain clearly why a call missed the mark and how to fix it. Prior experience with retirement plans (401(k), 403(b), IRA) helps, but is not required.

What Will You Be Doing?

You'll be the single owner of quality across both teams, making sure our agents meet the same standard as our client's in-house team.

Day-to-day, you will be expected to:

• Review a daily sample of calls and tickets across retirement services teams, scoring them against the client's quality standards.
• Audit the work of the existing QA reviewers: calibrate scoring, check that reviews are consistent and fair, and close gaps in what gets reviewed.
• Find patterns in quality misses (by agent, team, call topic or process step) and identify the root cause, whether that's knowledge, process, tools or behavior.
• Build and maintain quality metrics and checks, such as QA pass rate, QA coverage, pre-close ticket reviews and repeat-error tracking, and report on them weekly.
• Turn findings into action: targeted coaching for individual agents, refresher trainings for the team, and updates to SOPs and call guides.
• Partner with team leads and squad leads on both teams so coaching is coordinated.
• Work with team leads to align on the clients' QA form and scoring, and share results so both sides see the same picture.
• Track whether coaching and training are working, and adjust when an agent or team isn't improving toward its benchmarks.

Requirements

The Necessities:

• 2+ years of quality assurance experience in a call center or contact center environment (reviewing calls, scoring against a QA form, giving feedback).
• Hands-on call center experience, ideally in customer support or financial services.
• Proven ability to coach agents and deliver clear, constructive feedback that changes behavior.
• Comfort working with data: tracking QA results, spotting trends, and reporting on metrics.
• Familiarity with Zendesk, or similar ticketing and phone systems.
• Strong written and spoken English, with high attention to detail
• Self-directed and organized; able to manage a daily review load across two teams without close supervision.
• Must pass a background check.

The Extras:

• Bilingual in English and Spanish, to review calls in both languages.
• Experience as a QA lead, squad lead or team lead.
• Experience building QA forms, calibration sessions or training materials.
• Familiarity with retirement plans (401(k), 403(b), IRA), loans and distributions, or financial services support.
• Experience with Jira and Google Workspace.