Quality Assurance Specialist - Call Monitoring & Compliance

Quality Assurance Position

Job Description ***Only qualified Quality Assurance candidates located near the Covington, Georgia area will be considered due to the position requiring an onsite presence***

Preferred Education: Bachelor's degree in Business Quality Management or related field preferred

Required Experience:

• 2+ years of experience in quality assurance or a similar role
• Experience in quality assurance auditing or call and chat monitoring
• Experience evaluating performance using scorecards
• Experience with data tracking, reporting, and feedback delivery
• Knowledge of regulatory compliance standards and best practices

Tech Skills:

• Microsoft Office
• MS Forms
• Quality monitoring tools
• Quality metrics and reporting
• Data tracking and analysis
• QA documentation

Soft Skills:

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Attention to detail
• Coaching and feedback
• Time management
• Collaboration
• Adaptability
• Accountability
• Customer focus
• Continuous improvement

Responsibilities:

• Monitor and evaluate interactions for adherence to quality standards
• Perform quality assurance evaluations using MS Forms
• Develop and implement quality assurance processes and guidelines
• Track and report quality results and metrics
• Communicate evaluation outcomes and provide feedback and coaching
• Maintain QA documentation and support quality reporting
• Collaborate with training teams and management to address performance gaps
• Prepare and present detailed quality reports to management and stakeholders
• Identify opportunities for process improvement and recommend actionable solutions
• Ensure compliance with established quality standards and regulatory requirements
• Review large volumes of data and interactions and communicate findings effectively
• Manage multiple priorities while maintaining accuracy and consistency in a high volume environment
• Support quality practices and process improvements across QTC NA operations
• Contribute to improved customer satisfaction compliance metrics and operational efficiency
• Assignment may be extended based on business needs

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**