Quality Assurance Specialist

The organization operates within the customer service and support industry, providing mission-critical services and solutions on behalf of large corporations and government agencies. It addresses challenges related to ensuring high-quality customer interactions and operational efficiency across multiple programs, impacting millions of end-users.

The QUALITY ASSURANCE SPECIALIST role is focused on monitoring and enhancing customer service performance through evaluation, data analysis, and collaboration with operational leadership. This position is crucial for identifying quality issues, driving continuous improvement, and improving both customer and employee experiences by providing actionable feedback and coaching.

• Conduct quality evaluations and audits of customer interactions.
• Analyze performance data to identify improvement opportunities.
• Perform root cause analysis on quality defects.
• Identify performance outliers and collaborate on corrective actions.
• Provide coaching and feedback to enhance agent performance.
• Maintain quality reports and dashboards.
• Participate in calibration sessions to ensure evaluation consistency.
• Monitor compliance with quality standards and client requirements.
• Support continuous improvement through data-driven recommendations.

• Proficiency in Microsoft Excel.
• Experience with quality reviews, audits, or performance evaluations.
• Analytical and problem-solving skills, including root cause analysis.
• Ability to manage multiple priorities remotely.
• Strong verbal and written communication skills.
• Ability to work independently in a remote setting.
• Preferred: leadership or coaching experience.
• Preferred: background in customer service, contact centers, or healthcare support.
• Preferred: knowledge of quality management and performance improvement practices.

• $21.56 per hour.
• Estimated annual salary range $31,920 to $39,990.
• Potential eligibility for bonus or incentive based on business needs.
• Health insurance coverage.
• Voluntary dental and vision programs.
• Life and disability insurance.
• Retirement savings plan.
• Paid holidays and paid time off.

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.