Quality Assurance Coordinator

Job Summary

To enhance customer service quality, the full-time Associate Quality Assurance Coordinator will identify training needs, conduct call monitoring, and collaborate with management to improve performance in a remote setting.

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 individual and department performance
• Conduct call monitoring and provide feedback to improve overall associate and 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, and PowerPoint)
• General knowledge of QA systems and tools preferred
• Bi-lingual in English and Spanish preferred