Quality Assurance Specialist

Job Summary

To ensure high-quality customer interactions, the full-time remote Quality Assurance Specialist will assess and document the quality of contact center communications, identify areas for improvement, and report findings to upper management for strategic alignment.

Key responsibilities

• Perform quality assurance monitoring across all call center departments, including Operations and Customer Success
• Evaluate customer interactions through various channels and develop metrics to measure performance excellence
• Communicate detailed feedback and recommend policy changes based on quality monitoring observations

Required qualifications

• Bachelor's Degree or equivalent related QA experience
• 1-3 years of QA experience (preferred)
• Commitment to excellence and high standards
• Strong organizational, problem-solving, and analytical skills
• Ability to manage highly confidential information with professionalism and tact