Senior Quality Assurance Specialist

Job Summary

A company is looking for a Senior Quality Assurance Specialist.

Key Responsibilities

• Conduct quality assurance reviews for contact center agents and facilitate call calibration sessions
• Monitor and evaluate various interactions within the contact center to ensure compliance with quality standards
• Identify opportunities for departmental training, performance, and process improvements

Required Qualifications

• Minimum 2+ years of quality assurance experience or similar preferred
• High School Diploma or GED equivalent required
• Basic/Intermediate skill level in Excel/Google Sheets and proficiency in Microsoft products
• Ability to work productively with minimal supervision
• Strong understanding of best practices for exceptional customer service