Quality Assurance Specialist

Job Summary

To enhance quality assurance and analytics efforts within a remote call center, the part-time Quality Assurance Specialist will conduct evaluations of customer interactions, provide insights for service improvement, and collaborate with management on quality control measures.

Key responsibilities:

• Generate and distribute accurate reports for team and management review
• Conduct call monitoring to assess agent performance and identify trends for improvement
• Facilitate QA training sessions and mentor agents to enhance call quality and performance standards

Required qualifications:

• High School Diploma or GED required
• 1-2 years of experience with contact center Quality Assurance systems preferred, or 3+ years as a call center agent
• Proven experience in analyzing and interpreting complex data related to contact center technologies
• Familiarity with QA processes and practices
• Working knowledge of Windows-based systems and Microsoft Office products