Quality Assurance Specialist

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

📋 Description

• Perform quality assurance assessments of customer interactions to ensure compliance with company standards, sales methodologies, and customer experience expectations.

• Provide timely and actionable feedback to team members.

• Collaborate with managers to pinpoint coaching opportunities and assist with performance enhancement plans.

• Monitor audit outcomes and document quality observations.

• Engage in team calibrations and training sessions.

• Aid in the implementation of new processes, tools, and initiatives by offering quality monitoring and feedback.

• Assist in reporting quality performance metrics and identifying individual coaching requirements.

• Share insights regarding customer experience issues and recurring agent behaviors.

• Support service level objectives through customer interaction activities and provide phone coverage as necessary.

• Utilize Level AI and other quality intelligence platforms to examine customer interactions and confirm audit results.

• Employ AI-generated insights to enhance coaching effectiveness and the customer experience.

• Assess automated quality scoring and conversation intelligence outputs for accuracy and reliability.

• Detect customer experience and sales trends through AI-enabled reporting and escalate findings to leadership as appropriate.

• Maintain proficiency in AI tools and embrace capabilities that enhance the efficiency and effectiveness of quality monitoring.

⛳️ Requirements

• A minimum of 1 year of experience in quality assurance, coaching, customer service, or sales.

• Strong written and verbal communication abilities.

• Capability to deliver constructive coaching and feedback.

• Exceptional attention to detail and organizational skills.

• Experience in a sales or customer service call center setting.

• Proficiency in Microsoft Excel and other reporting tools.

• Ability to adapt to shifting priorities and business requirements.

• A passion for employee development and excellence in customer experience.

• Preferred experience with AI-driven quality monitoring, conversation intelligence, or contact center analytics tools.

• Ability to interpret AI-generated insights and exercise sound judgment in evaluating customer interactions.

• Comfort in leveraging technology and automation to enhance productivity and quality results.

• Demonstrated experience working with US-based business teams.

• Excellent written and verbal communication skills in English.

• Must have full and ongoing overlap with Porch's U.S. Eastern Time business hours (7:30 PM IST – 3:30 AM IST).

• A quiet workspace is required.

• Internet connection with a minimum of 30 Mbps download and 10 Mbps upload speed.

🏝️ Benefits

• Night Shift Allowance as per company policy.

• Medical insurance coverage.

• Accident insurance protection.

• Retiral benefits.

• 12 company-paid holidays.

• 2 flexible holidays.

• Privilege/earned leave.

• Casual/sick leave.

• Paid maternity and paternity leave.

• Weekly wellness events.