Quality Assurance Specialist

Job Summary

Monitoring and improving customer service performance, the full-time Quality Assurance Specialist will conduct quality evaluations, analyze trends, and collaborate with Operations leadership in a remote work environment.

Key responsibilities

• Conduct quality evaluations and audits of customer interactions to ensure compliance with standards
• Analyze quality data and performance trends to identify opportunities for operational improvement
• Deliver constructive coaching and feedback to enhance agent performance and customer experience outcomes

Required qualifications

• Strong proficiency in Microsoft Excel
• Experience conducting quality reviews, audits, or performance evaluations
• Demonstrated analytical skills, including root cause analysis
• Ability to manage multiple priorities in a fast-paced environment
• Ability to work independently in a remote environment