Quality Assurance Specialist

Job Summary

Working fully remote, the Quality Assurance Specialist will analyze calls, emails, and social media interactions of independent marketplace contractors to ensure compliance with client standards and provide actionable insights for quality improvement.

Key responsibilities

• Assess the quality of agent interactions with customers to meet client standards
• Monitor agents in real-time or retrospectively to ensure proper workflow and customer satisfaction
• Provide feedback and recommendations to the certification and operations teams based on quality analysis

Required qualifications

• Proficiency in Microsoft Office 365, particularly strong Excel skills
• Ability to collaborate effectively with team members
• Experience providing constructive feedback to agents
• Strong decision-making skills
• Ability to work independently