Quality Assurance Specialist
Job Summary
Assisting the Contact Center QA Manager, the full-time Quality Assurance Specialist will conduct client calibration calls, monitor agent calls for quality trends, and act as a Subject Matter Expert in a remote environment.
Key responsibilities
- Conduct client calibration calls and monitor agent calls to provide feedback and identify trends
- Update client logs, coordinate training for the QA team, and ensure compliance with quality assurance standards
- Act as a point of contact for support staff, handling escalated calls and assisting with workflows and projects
Required qualifications
- 1+ year of experience in a virtual contact center environment
- Proficiency in Microsoft Office products, including Excel, Word, and Outlook
- Availability to work evenings and weekends (Friday, Saturday, and Sunday)
- Strong time management and customer service skills
Complete Job Description
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