Quality Assurance Coordinator

Job Summary

Focused on enhancing customer service quality, the full-time Associate Quality Assurance Coordinator will identify training needs, monitor call quality, and collaborate with management to improve performance in a remote environment.

Key responsibilities

• Identify QA deficiencies through root cause analysis and develop action plans to improve results
• Partner with Training and Management to create programs that reduce errors and enhance performance
• Conduct call monitoring and provide coaching to improve individual and overall department QA scores

Required qualifications

• High school diploma or GED
• 3 years of related experience in quality assurance
• Intermediate skill level in Microsoft Office (Excel, Word, PowerPoint)
• Bi-lingual in English and Spanish
• Strong analytical skills and ability to work in a fast-paced, metric-driven environment