WM · 1 day ago
Quality Assurance Team Lead- SBS
Windsor, CT
Full-time
Hybrid
Entry, Mid Level
$26/hr - $29/hr
2+ years expWM Strategic Business Solutions (SBS) is responsible for managing WM's largest national customers, providing exceptional value through industry-leading reporting and centralized service. The SBS Quality Assurance Team Lead is tasked with enhancing customer experience by ensuring quality standards are met and providing guidance to QA Analysts.
EnergyEnvironmental EngineeringRecyclingSustainabilityWaste Management
Responsibilities
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
Performs administrative duties such as reporting quality metrics, maintaining documentation, updating procedures, and tracking corrective actions
Actively participates in departmental, cross-functional, and divisional initiatives related to quality improvement, process optimization, and customer experience enhancement
Qualification
Required
High School Diploma or GED (accredited)
2 years of customer service experience with a minimum of 1 year as a WM customer service representative
Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing
No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status
Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve-month period
Proficient in MS Office
Strong keyboarding skills and words per minute
Professional verbal and email communication skills
Excellent verbal, written and analytical skills
Computer skills-MS Office
Typing Skills
Professional phone and email etiquette
Ability to multi task
Ability to react well under pressure and treats others with respect
Identifies and resolves problems in a timely manner
Prioritizes and plans work activities
Focuses on solving conflicts and listening to others without interrupting
Be punctual at work
Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards
Balances team and individual responsibilities and helps build a positive team spirit
Adapts and able to deal with frequent changes in the work environment
Able to manage difficult or emotional customer situations and responds promptly to service requests to meet customer commitments
Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner
Benefits
Medical
Dental
Vision
Life Insurance
Short Term Disability
Stock Purchase Plan
Company match on 401K
Paid Vacation
Holidays
Personal Days
Company
WM is North America's leading provider of integrated environmental solutions.
10001+ employees
H1B Sponsorship
WM has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (3)
2022 (3)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
$9.95B2024-10-31Post Ipo Debt· $5.2B
2024-06-24Post Ipo Debt· $1.5B
2023-07-27Post Ipo Debt· $2B
Leadership Team
James C. Fish
Chief Executive Officer
John Morris
President and Chief Operating Officer
Recent News
Arkansas Business — Business News, Real Estate, Law, Construction
2025-12-22
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