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 verify adherence to both client and company standards.

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

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

• Recognize performance outliers and collaborate with Operations leaders to formulate corrective action plans.

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

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

• Take part in calibration sessions to ensure scoring consistency and alignment with quality standards.

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

• Advocate for continuous improvement initiatives through data-driven recommendations.

• Collaborate using Microsoft Teams and other enterprise communication platforms.

⛳️ Requirements

• High proficiency in Microsoft Excel.

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

• Proven analytical and problem-solving capabilities, including root cause analysis.

• Ability to juggle multiple priorities in a dynamic environment.

• Excellent verbal and written communication skills.

• Capability to work independently in a remote setting.

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

• Experience in customer service, contact centers, healthcare support services, or similar environments is preferred.

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

🏝️ Benefits

• Eligibility for bonuses or incentives based on business requirements.

• Comprehensive 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 leave.

• Work-from-home opportunities.

• Virtual onboarding and training.