Quality Assurance Specialist

QA Coordinator5 month contract w/ extension/hireRichmond, VA - HybridPay: $19-$21/hrScheduleMonday-Friday, 8:30am-5:00pmAre you the right candidate for this opportunity Make sure to read the full description below.Key Responsibilities:Monitor and evaluate recorded customer calls to ensure compliance with client quality standards, operational procedures, and performance expectations.Manage client account-specific call monitoring activities, including quality reviews, dispute evaluation, remediation tracking, and performance reporting.Collect, analyze, and interpret call monitoring data to identify quality trends, defects, and opportunities for continuous improvement.Coordinate with cross-functional teams, suppliers, and network partners to gather information, resolve issues, and support client deliverables.Provide clear and timely quality feedback to suppliers, track corrective actions, and monitor recurring performance concerns.Review call recordings and supporting documentation to determine the validity of quality disputes and manage resolutions through completion.Fulfill client requests for call logs, call notes, recordings, and other reporting deliverables while ensuring accuracy and timeliness.Validate that quality reports, audit documentation, and call monitoring records are distributed to the appropriate internal stakeholders and client representatives.Maintain detailed records of monitoring results, disputes, client requests, and supplier communications to support reporting and audit requirements.Support enhancements to quality assurance processes, reporting methodologies, and audit procedures to improve overall program effectiveness.Qualifications:Associate degree in Business Administration, Communications, or a related field preferred.1-3 years of experience in quality assurance, call monitoring, customer service operations, or a fast-paced business environment; equivalent education and experience will also be considered.Strong analytical, problem-solving, and organizational skills with a high attention to detail.Ability to manage multiple priorities, meet deadlines, and work independently with minimal supervision.Strong verbal and written communication skills with the ability to collaborate effectively across internal teams, suppliers, and clients. xhyhwjd Proficiency in Microsoft Office Suite, particularly Excel, Word, and PowerPoint, for reporting and presentation development.