Quality Assurance Specialist

Job Summary

To support quality assurance initiatives, the full-time Quality Assurance Specialist will monitor and evaluate inbound and outbound interactions, ensuring compliance with established standards while working remotely from anywhere in the United States.

Key responsibilities

• Regularly evaluate customer interactions to assess adherence to quality standards and regulatory compliance
• Utilize procedural and technology automation to enhance the efficiency of quality assurance support
• Engage with stakeholders through routine sessions to facilitate knowledge sharing and alignment on quality evaluations

Required qualifications

• Bachelor's degree or equivalent combination of education and experience
• Three or more years of quality assurance experience with knowledge of quality principles and practices
• Demonstrated knowledge of multiple MMIS business areas and experience partnering with operations staff
• Experience with Microsoft Office suite and Salesforce software in contact center operations
• Proven ability to implement strategic initiatives related to operating policies and work process improvements