Call Center​/QA Specialist

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Monday - Friday, standard business hours

Contract-to-hire, W2

You’ll play a key role in ensuring every customer interaction meets service, compliance, and quality standards. By analyzing KPIs and monitoring performance, you’ll provide insights that help improve efficiency, customer satisfaction, and team coaching outcomes.

• Monitor and score inbound and outbound calls using QA standards
• Report on performance metrics and quality trends
• Identify coaching and training opportunities based on data analysis
• Partner with supervisors to implement service improvements
• Maintain accurate QA records and compliance documentation

• 2+ years in a call center or customer service environment
• 1+ year in quality assurance, auditing, or performance monitoring
• Proficiency with call monitoring and QA tools
• Strong Excel or data analysis ability
• Call monitoring: NICE, Verint, Five9, Genesys
• Data tools:
  Excel, Google Sheets, Power BI
• Reporting:
  Tableau, Looker

• Experience with KPI dashboards and root cause analysis
• Knowledge of TCPA, HIPAA, or PCI compliance standards
• Background in coaching or training frontline staff

• Entry level

• Contract

• Administrative, Customer Service, and Quality Assurance

• Motor Vehicle Manufacturing and Consumer Services