Quality Assurance Lead (SDQ)

Position Summary:

The Quality Assurance Lead supports company and client goals by supervising, mentoring, and auditing the daily tasks of our QA Specialists. Operating within a high-complexity healthcare and clinical workflow environment, this role ensures absolute process adherence, safeguards patient/customer privacy, and minimizes compliance risks. The QA Lead owns client-facing reports, handles urgent escalations, and acts as the bridge between internal operations and client leadership.

Responsibilities:

• Performance Oversight: Schedule, conduct, and document 1-on-1 coaching sessions with QA Specialists to fine-tune auditing criteria and calibrate grading standards.
• Reporting & Analytics: Generate, update, and maintain comprehensive QA dashboards; proactively identify and report compliance red flags or process discrepancies to the leadership team.
• Calibration & Alignment: Coordinate, prepare, and moderate internal and external calibration sessions with staff members and healthcare client stakeholders to align on rubric expectations.
• Knowledge Management: Ensure all client-driven workflow updates (e.g., medical records, faxes, sensitive escalations) are streamlined to the floor and that the team playbook is updated instantly.
• Operational Efficiency: Partner with contact center leadership on strategic initiatives aimed at reducing errors, driving behavioral change, and optimizing overall queue performance.
• Team Support: Assist QA team members with administrative requests, workload prioritization, and daily task management.

Required Skills/Abilities:

• Advanced English proficiency. 
• Analytical and problem-solving skills with basic to intermediate Excel/Google Sheets proficiency.
• Strong leadership, communication, and relationship-management skills.
• Proven ability to manage a complex, varied workload under tight, organized deadlines.
• High autonomy with the ability to work independently and guide a team toward a unified goal.

Education and Experience:

• 2+ years as a QA Lead/Supervisor or similar quality leadership role in a BPO.
• Senior student of Marketing, Business Administration, Statistics, or relevant fields.

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.