Quality Assurance Specialist

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

📋 Description

• Oversee, assess, and enhance customer service performance across various programs

• Execute quality evaluations and audits of customer interactions to ensure compliance with client and company standards

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

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

• Recognize performance outliers and work with Operations leaders on corrective action initiatives

• Provide constructive coaching and feedback to elevate agent performance and improve 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

• Ensure adherence to established quality processes, policies, and client specifications

• Facilitate continuous improvement initiatives through data-driven recommendations

• Collaborate via Microsoft Teams and other enterprise communication platforms

⛳️ Requirements

• Excellent proficiency in Microsoft Excel

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

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

• Capability to manage multiple priorities in a dynamic environment

• Strong verbal and written communication skills

• Ability to operate independently in a remote setting

• Availability for Monday-Friday, 6:00 AM-3:00 PM CST schedule

• Previous experience in leadership, mentoring, or coaching (preferred)

• Background in customer service, contact center, healthcare support services, or similar environments (preferred)

• Knowledge of quality management methodologies and performance improvement practices (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 time

• Bonus or incentive eligibility based on business need

• Remote work environment

• Virtual onboarding and training