Call Center QA Representative

NOW HIRING: Call Center QA Representative Pay: $19.00/hour Schedule: Monday–Friday, 7:30 AM–4:30 PM CT (Remote on Fridays) Location: Onsite in Tempe; Remote on Fridays Overview This is NOT a warehouse or manufacturing Quality Assurance position. We are looking for candidates with contact center Quality Assurance experience, including reviewing and monitoring customer phone calls, emails, and/or chat interactions for quality and performance. Candidates whose QA experience is mainly in manufacturing, warehouse, production, or product quality will not qualify. Job Responsibilities: As a Quality Assurance Specialist, you will review customer service interactions to make sure employees are following quality standards and providing a good customer experience. Listen to and review customer service calls and evaluate email or chat interactions. Complete quality evaluations and scorecards using Microsoft Forms. Track QA scores, results, and performance data. Provide clear feedback and coaching based on evaluation results. Prepare quality reports and share results with leadership. Identify performance issues and areas where service can be improved. Work with training teams and management to improve employee performance and service quality. Maintain accurate QA records and documentation. Handle a high-volume workload while maintaining accuracy and consistency. Qualifications Contact center or call center Quality Assurance required Call, email, and/or chat monitoring required Quality audits and employee performance evaluations Using QA scorecards to evaluate performance Providing feedback or coaching Tracking data and preparing reports Microsoft Excel Windows 10 Microsoft 365, including Outlook #J-18808-Ljbffr A-Line Staffing Solutions