Quality Assurance Specialist

Adaptive X is a portfolio company focused on client acquisition and fulfillment for individuals who have been harmed by consumer products. Our Command Center is seeking a Quality Assurance Specialist to support and strengthen our quality assurance program. This is a primarily operational quality assurance role focused on evaluating client interactions, identifying coaching opportunities, and supporting continuous improvement within our contact center. While the role includes analyzing quality trends and supporting process improvements, it is not a software testing or IT quality assurance position. This role is designed to be approximately 60% quality monitoring (reviewing calls and client interactions) and 40% reporting, process improvement, documentation, and quality-related projects. The ideal candidate is detail-oriented, analytical, and passionate about improving the process and experience through quality monitoring, operational excellence, and collaboration across teams. Key Responsibilities: Quality Assurance & Compliance: Conduct audits of calls, emails, text messages, and other client interactions to evaluate quality, consistency, and compliance. Identify trends, coaching opportunities, and areas for improvement through ongoing quality monitoring. Quality Program Optimization: Utilize data, reporting, and technology to improve the efficiency, effectiveness, and scalability of quality processes. Support enhancements to quality standards, workflows, and monitoring practices. Training & Education: Support onboarding and ongoing training initiatives by sharing quality insights, trends, and best practices. Assist with refresher training, team huddles, and quality-related communications. Projects & Operational Support: Support the development and maintenance of policies, procedures, and quality documentation. Participate in special projects and continuous improvement initiatives. Qualifications: Bachelor's degree or equivalent experience preferred. Preferred 1-3 years of experience in quality assurance, operations, project/process, or a related field. Strong analytical, organizational, and presentation skills. Proficiency in Microsoft Office, including Excel and PowerPoint. Technology‑savvy with an interest in process improvement and operational efficiency. Experience with CRM systems, reporting tools, workflow platforms, or quality monitoring software is a plus. Willing to work onsite minimum 4 days/week. #J-18808-Ljbffr