Quality Assurance Specialist

Job Summary

Conducting quality assurance reviews for contact center agents, the full-time remote Quality Assurance Specialist will facilitate call calibration sessions and resolve complex QA inquiries from leads and supervisors.

Key responsibilities

• Conduct daily quality assurance reviews of CSR calls
• Provide QA scores and feedback to leads for delivery to CSRs
• Help facilitate and lead weekly QA calibration sessions

Required qualifications

• High school diploma or equivalent
• Strong experience in staff development, training, quality control, and document preparation
• Effective written and verbal communication skills