Quality Assurance Team Lead (Remote)

Responsible for coordinating and participating in the overall work output of the team, coaching and developing team members towards attainment of team and department goals, and serving as a point of escalation for issues and questions. This position spends between 30 - 60% of their time in the workflow with the balance of time spent on team development and other tasks as assigned by management.

This is a Remote position available in the United States.

Bright Horizons is trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.

Responsibilities:

• Supervise one or more team members.
• Provide team coaching, development, and applicable documentation.
• Accountable for department’s business metrics.
• Manage the work load schedule for the team and ensure the schedules are met.
• Operate in the work flow using predefined standards. Provide results, and recommendations for improvement to management.
• Work closely with leadership to ensure departmental goals are met.
• Recommend process improvements to management based on trends, feedback, and consultant and employee experience during the phone interactions.
• Schedule and facilitate meetings when requested by management.

Qualifications:

• 1 year of customer service is required and 1 year of call center experience preferred
• Previous leadership experience is preferred.
• Excellent customer service skills.
• Excellent written and verbal communication skills.
• Strong understanding of policies, processes, and systems related to the Contact Center.
• Strong organizational and time management skills.
• Proficient in basic Microsoft Office applications.
• Ability to collaborate with other team members and departments.
• At this time, Bright Horizons will not sponsor an applicant for employment authorization/visa for this position.

Compensation:

The annual salary for this position is between $60,000 – $69,000. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.

Benefits:

Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term and short-term disability insurance

Deadline to Apply:

This posting is anticipated to remain open until 3/1/2025.

Life at Bright Horizons:

Our people are the heart of our company. Because we’re as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us.

Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights, Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or [email protected]. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.