Quality Specialist Senior

Quality Specialist Senior (260099)

The Senior Quality Specialist serves as the operational backbone of the Quality Assurance function. This role bridges frontline Quality Specialists and Quality Management by owning calibration governance, quality documentation systems, deep-dive analytics, and cross-functional quality initiatives. While this role may conduct targeted call reviews, its primary focus is ensuring consistency, accuracy, scalability, and continuous improvement of the QA program rather than routine monitoring.

• Own end-to-end calibration governance, including scheduling, interaction sourcing, attendance tracking, evaluation reconciliation, and documentation.
• Facilitate site-wide, specialist-group, leader, and senior leader calibrations to ensure scoring consistency and alignment with quality standards.
• Audit Quality Specialist evaluations (“Audit the Auditor”) to identify scoring drift, training gaps, or process issues.
• Manage manual evaluation form reporting and deletion to ensure data integrity.

• Own and manage the Public Quality SharePoint page, including functionality, structure, and ongoing maintenance.
• Partner with Internal SharePoint stakeholders to ensure alignment between internal and public-facing QA resources.
• Ensure accuracy and upkeep of How-To guides, SOPs, parking lot question repositories, and discussion board calibration analysis.
• Lead Quality team SOP housekeeping and documentation audits.

• Lead deep-dive quality analyses by creating data sheets, synthesizing findings, and identifying root causes.
• Form, manage, and communicate with Quick Action Teams based on data-driven findings.
• Work with Quality leaders to deliver executive-ready summaries with actionable recommendations and follow-up tracking.
• Manage recurring reports such as weekly billing redaction and evaluation form reconciliation.
• Lead or co-lead QA projects, including:
  • Knowledge Base updates
  • Micro-lesson proposals
  • Appeal process execution and tracking
  • IT ticketing related to CXone Coaching/QM
  • Audio library management and audio-clip creation
• Ensure projects are delivered on time, documented, and aligned with quality standards.

• Conduct targeted call reviews for executive escalations, high-risk issues, or specialty groups.
• Partner with QA Specialists assigned to specialty lines of business to ensure alignment and consistency.
• Serve as a mentor and subject matter expert for Quality Specialists.
• Partner on development initiatives, project coaching, and skill-building efforts.
• Support care development initiatives, including curated learning paths and LMS Learning resources.
• 3–5+ years QA experience in a contact center environment
• Demonstrated leadership without direct people management
• Strong calibration facilitation and audit experience
• Advanced data analysis and reporting skills
• SharePoint and documentation governance experience
• Ability to manage multiple concurrent initiatives

Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service.

The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI). Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through more than 50 company-owned neighborhood stores, online at , by telephone at (888) 345‑5509, and at…