Overview
Quality Assurance Lead Jobs in Miami, FL at Mia Aesthetics
Title: Quality Assurance Lead
Company: Mia Aesthetics
Location: Miami, FL
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Description
At Mia Aesthetics, we are not just leading the way in plastic surgery—we’re redefining it.
Our goal is simple: to ensure everyone has access to the highest quality plastic surgery without the premium price tag. With an elite team of plastic surgeons across the U.S. and a family of over 80,000 satisfied patients, we’re on a mission to make beauty accessible to all.
Mia Aesthetics provides on-the-job training, professional development opportunities, opportunities for advancement, benefit offerings, and more.
Be a part of a team transforming lives and supporting dreams every day!
Requirements
OVERVIEW/GENERAL PURPOSE OF POSITION
The Quality Assurance Lead will provide the highest level of support to ensure that Mia Aesthetics’ quality, compliance, and customer satisfaction goals are met through call monitoring, analyzing trends, coaching/feedback, and calibration.
Essential Duties And Responsibilities
Assists with the overall assessment and continuous development, implementation, and presentation of the QA plan for the assigned Lines of Business. This includes reviewing patient interaction evaluation scorecards for each of Mia LOB, number of evaluations per agent, programming of solution within Contact Center, and reporting back to the Operations and Support teams.
Review customer interactions and evaluate against Mia Aesthetics quality requirements. This includes reviewing evaluations by other QA Specialists & AQM for accuracy and ensuring that the required number of Quality evaluations are completed.
Creating reports for key stakeholders. This includes identifying trends (positive and areas of improvement) based on data from Quality evaluations and providing information to Operations Leaders. Your findings should include the area(s) identified as gaps, agent(s) that are not performing up to standards, specific areas of improvement, and recommendations on how to improve.
Partner with Operations Team, as necessary, train Operations Leaders as well as support coaching and feedback to Representatives.
Train QA Representatives, including QA Specialists at our BPO partners, on the Mia QA process, tools, and reporting.
Facilitate Call Listening sessions with lines of business and Operational teams.
Perform other duties as assigned by Supervisor/Manager.
Experience
Minimum two years’ experience in customer service or call center environment dealing directly with customers.
Minimum one year Quality Assurance experience.
Must be able to work closely with Operations & Support team members.
Knowledge, Skills, And Abilities
Technical Skills – Working knowledge of Contact Center and Nice (Quality Monitoring System)
Customer Service – Strong knowledge of how to deliver a customer positive interaction.
Continuous Improvement– Looks for ways to improve processes and promote the customer experience, demonstrates accuracy and thoroughness, monitors own work to ensure quality.
Change Management – Communicates changes effectively, builds commitment and overcomes resistance, prepares and supports those affected by change, monitors transition and evaluates results.
Oral Communication – Speaks clearly and persuasively in positive and negative situations, listens and gets clarification, responds well to questions, demonstrates group presentation skills, participates in meetings.
Written Communication – Writes clearly, informatively and accurately, edits work for spelling and grammar, presents numerical data effectively, able to read and interpret written information.
