Quality Assurance Specialist

QA Coordinator

5 month contract w/ extension/hire

Richmond, VA - Hybrid

Pay: $19-$21/hr

Schedule

Monday-Friday, 8:30am-5:00pm

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.
• Proficiency in Microsoft Office Suite, particularly Excel, Word, and PowerPoint, for reporting and presentation development.