Quality Assurance Specialist
New
Based in the United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1–2 years of QA experience in a contact center environment, or 3+ years as a call center agent
- Required Skills
- Data AnalysisMicrosoft OfficeCoachingQuality Assurance
Requirements
- High school diploma or equivalent required
- 1–2 years of QA experience in a contact center environment, or 3+ years as a call center agent with strong performance exposure
- Strong understanding of call center workflows, QA processes, and performance metrics
- Experience with QA tools and systems (e.g., call monitoring platforms such as VoizTrails or similar)
- Ability to analyze data, identify trends, and translate findings into actionable recommendations
- Strong communication skills, including written reporting and verbal coaching
- Proficiency in Microsoft Office and general Windows-based systems
- Strong critical thinking, attention to detail, and problem-solving abilities
- Familiarity with HIPAA-related compliance standards is a plus
- Ability to work independently in a remote, structured, and performance-driven environment
Responsibilities
- Conduct detailed call monitoring and quality evaluations to assess agent performance and adherence to service standards
- Generate, update, and distribute accurate QA reports for leadership review and operational decision-making
- Analyze performance data and identify trends, gaps, and opportunities for improvement
- Provide constructive feedback and coaching insights to support agent development and service quality enhancement
- Facilitate QA training sessions and participate in ongoing agent coaching initiatives
- Lead and coordinate call calibration sessions to ensure consistency in evaluation standards
- Support cross-functional teams in resolving workflow issues such as locating missing or incomplete call records
- Contribute to continuous improvement initiatives and recommend process enhancements based on QA findings
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