Quality Assurance Specialist

Job Summary

To enhance student engagement experiences, the remote Quality Assurance Specialist will evaluate quality, identify performance trends, coach representatives, and recommend operational improvements while ensuring adherence to client-specific procedures and institutional policies.

Key responsibilities

• Monitor and evaluate inbound and outbound interactions across multiple client programs using established quality standards
• Deliver timely coaching to representatives and develop individualized coaching plans to improve performance
• Analyze quality trends and develop reports to present findings and recommendations to leadership

Required qualifications

• Bachelor's degree preferred or equivalent combination of education and experience
• Minimum of two years of experience in Quality Assurance, Contact Center Operations, or related field
• Experience providing coaching and performance feedback
• Strong analytical skills and experience working with quality scorecards and performance metrics
• Ability to manage multiple priorities across numerous client programs