Quality Assurance Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Execute quality assessments and audits of customer interactions to ensure they meet both client and company standards.

• Evaluate quality data and performance trends to uncover opportunities for operational enhancements.

• Conduct root cause analyses on quality issues and recurring performance challenges.

• Recognize performance anomalies and partner with Operations leaders to formulate corrective action plans.

• Provide constructive coaching and feedback aimed at enhancing agent performance and improving customer experience outcomes.

• Develop and maintain quality reports, dashboards, and performance summaries utilizing Excel and related tools.

• Engage in calibration sessions to guarantee consistency in scoring and alignment with quality standards.

• Oversee compliance with established quality processes, policies, and client specifications.

• Contribute to continuous improvement initiatives through recommendations based on data insights.

• Collaborate using Microsoft Teams and other enterprise communication platforms.

⛳️ Requirements

• Strong expertise in Microsoft Excel.

• Experience in conducting quality reviews, audits, or performance evaluations.

• Proven analytical and problem-solving abilities, including proficiency in root cause analysis.

• Capability to handle multiple priorities in a dynamic environment.

• Excellent verbal and written communication skills.

• Ability to work autonomously in a remote setting.

• Availability for a Monday to Thursday schedule from 8:00 AM to 6:00 PM CST.

🏝️ Benefits

• Health insurance coverage.

• Optional dental and vision programs.

• Life and disability insurance.

• Retirement savings plan.

• Paid holidays.

• Paid time off (PTO) or vacation and/or sick time.

• Eligibility for bonuses or incentives based on business needs.

• Remote work environment.

• Virtual onboarding and training.