Quality Assurance Specialist

Job Summary

A company is looking for a Quality Assurance Specialist to provide administrative and analytical support for quality monitoring and survey processes.

Key Responsibilities

• Conduct quality assurance monitoring audits for the contact center and provide coaching to agents
• Analyze performance data, identify gaps, and communicate findings to management
• Facilitate calibration sessions and participate in meetings to strategize on performance improvements

Required Qualifications

• High school diploma
• 1-3 years of experience in a call center environment, preferably in a QA or coaching role
• Must be trained on all 3 Tiers of the LA Care Program
• Proficient in Microsoft Applications including Word, Excel, and Outlook
• Ability to work independently and collaboratively under stringent deadlines