Quality Assurance Specialist

Job Summary

Supporting the Member Intake team, the full-time Quality Assurance Specialist will conduct call audits, provide coaching insights, and collaborate with Supervisors to enhance agent performance and member experience in a remote setting.

Key Responsibilities

• Conduct call audits using the approved QA scorecard and provide objective feedback
• Serve as a coaching partner to Supervisors and deliver direct coaching to agents based on QA feedback
• Contribute to QA reports, highlighting trends and recommending actions for continuous improvement

Required Qualifications

• 2+ years in a contact center or member services environment, preferably in a QA or team-lead role
• Familiarity with QA scorecards, call auditing, and structured feedback methods
• Working knowledge of contact center telephony and CRM systems
• Excellent written and verbal communication skills for virtual coaching and training
• Highly organized and detail-oriented, capable of managing multiple QA cycles simultaneously