Walt Reeves

IDR is seeking a Quality Assurance Lead to join one of our top clients for a remote opportunity.

This role is ideal for a seasoned professional with a background in quality assurance within contact centers or customer service environments. The company specializes in operational excellence, focusing on delivering high-quality communication and operational workflows across multiple channels.

Position Overview for the Quality Assurance Lead:

• Lead and manage a team of QA Analysts, providing day-to-day oversight, coaching, performance management, and guidance.
• Develop, implement, and maintain a comprehensive Quality Assurance Plan, including quality standards, evaluation criteria, sampling methodologies, review schedules, calibration processes, and reporting requirements.
• Oversee quality evaluations across multiple communication channels, including inbound/outbound calls, chats, emails, document processing, application processing, and related operational workflows.
• Design and maintain QA scorecards, evaluation methodologies, and quality monitoring processes to ensure consistency and accuracy.
• Conduct and facilitate regular calibration sessions to ensure consistent scoring and evaluation standards across QA team members.

Requirements for the Quality Assurance Lead:

• 7+ years of Quality Assurance experience within a contact center, customer service, or operations environment.
• 3+ years of experience leading QA teams, including direct supervision and management of QA Analysts.
• Demonstrated experience designing, implementing, and managing QA programs, frameworks, scorecards, and governance processes.
• Experience developing and executing comprehensive Quality Assurance Plans, including evaluation criteria, review frequency, calibration, remediation, and reporting.
• Hands-on experience conducting quality evaluations across calls, chats, emails, and operational or back-office workflows.

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.

IDR is seeking a Cloud Middleware Engineer to join one of our top clients for a remote opportunity. In this role, you’ll help design, build, and support cloud-based integration services that connect critical systems and data flows. You’ll work in a modern cloud environment supporting a large-scale public-sector technology initiative, collaborating with technical and business stakeholders to deliver reliable, secure integrations.

Position Overview for the Cloud Middleware Engineer:

• Design and maintain cloud-based API integrations using AWS services
• Build and support middleware/integration solutions leveraging enterprise integration patterns
• Develop and support batch/file-based integrations and data pipelines for scheduled data exchanges
• Implement REST, event-driven, and file-based integration approaches with strong observability and resiliency
• Partner cross-functionally to troubleshoot issues, improve performance, and maintain technical documentation

Requirements for the Cloud Middleware Engineer:

• Hands-on experience designing and implementing integrations using AWS API Gateway and AWS Lambda
• Strong experience with Apache Camel (or similar middleware/integration frameworks)
• Experience building batch processing and file-based integrations, including high-volume data exchanges
• Strong understanding of REST APIs and common data/message formats (JSON, XML, HTTP, flat files)
• Experience working with AWS services such as S3, Step Functions, EventBridge, and SNS/SQS

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.

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