Call Center QA Representative

NOW HIRING:
Call Center QA Representative

Pay: $19.00/hour

Schedule:

Monday–Friday, 7:30 AM–4:30 PM CT (Remote on Fridays)

Location:

Onsite in Tempe;
Remote on Fridays

This is NOT a warehouse or manufacturing Quality Assurance position. We are looking for candidates with contact center Quality Assurance experience, including reviewing and monitoring customer phone calls, emails, and/or chat interactions for quality and performance. Candidates whose QA experience is mainly in manufacturing, warehouse, production, or product quality will not qualify.

• As a Quality Assurance Specialist, you will review customer service interactions to make sure employees are following quality standards and providing a good customer experience.
• Listen to and review customer service calls and evaluate email or chat interactions.
• Complete quality evaluations and scorecards using Microsoft Forms.
• Track QA scores, results, and performance data.
• Provide clear feedback and coaching based on evaluation results.
• Prepare quality reports and share results with leadership.
• Identify performance issues and areas where service can be improved.
• Work with training teams and management to improve employee performance and service quality.
• Maintain accurate QA records and documentation.
• Handle a high-volume workload while maintaining accuracy and consistency.

• Contact center or call center Quality Assurance required
• Call, email, and/or chat monitoring required
• Quality audits and employee performance evaluations
• Using QA scorecards to evaluate performance
• Providing feedback or coaching
• Tracking data and preparing reports
• Microsoft Excel
• Windows 10
• Microsoft 365, including Outlook