Quality Assurance Specialist

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

📋 Description

• Perform evaluations and audits of customer interactions to ensure adherence to both client and company standards.

• Analyze quality metrics and performance trends to uncover opportunities for operational enhancement.

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

• Identify performance outliers and work with Operations leaders to formulate corrective action plans.

• Provide constructive coaching and feedback to enhance agent performance and customer experience outcomes.

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

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

• Oversee adherence to established quality processes, policies, and client specifications.

• Contribute to continuous improvement initiatives through data-driven recommendations.

• 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 capabilities, including root cause analysis.

• Capacity to manage multiple priorities in a dynamic environment.

• Excellent verbal and written communication abilities.

• Ability to work autonomously in a remote setting.

• Prior leadership, mentoring, or coaching experience is preferred.

• Experience in customer service, contact center, healthcare support services, or similar fields is preferred.

• Knowledge of quality management methodologies and performance improvement practices is preferred.

🏝️ Benefits

• Health insurance coverage.

• Voluntary dental and vision programs.

• Life and disability insurance.

• Retirement savings plan.

• Paid holidays.

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

• Potential bonuses or incentives based on business needs.

• Virtual onboarding and training.

• Remote work environment.