Quality Assurance Specialist

Job Summary

As a remote full-time Quality Assurance Specialist, the successful candidate will assess the quality and accuracy of customer interactions within the call center, document trends, and recommend improvements to enhance productivity and align with organizational goals.

Key responsibilities

• Perform quality assurance monitoring across all call center departments, including Operations, Enrollments, Customer Success, and Settlements Teams
• Evaluate customer interactions through various channels and develop metrics for performance excellence
• Communicate feedback and follow up with teams while recommending policy and procedure changes based on observations

Required qualifications

• Bachelor's Degree or equivalent related QA experience
• 1-3 years of QA experience preferred
• Strong organizational, problem-solving, and analytical skills
• Demonstrated ability to work effectively in a team and provide proactive solutions
• Commitment to managing confidential information with professionalism and integrity